Senior Associate, Existing Customer Journey & Planning
Job Summary
Help shape the future of customer marketing by joining the Customer Marketing organization driving engagement, growth, and customer value across the Chase portfolio, including Sapphire, Freedom, Offers, and Travel.
Job Responsibilities
- Support customer journey planning, enabling the shift from campaign-based execution to integrated omnichannel experiences
- Build and maintain holistic journey maps that connect campaigns, digital assets, and channels into unified customer experiences
- Develop and manage integrated customer marketing calendars aligned to Card, Offers, and Travel priorities
- Coverage across Brand, Content, Digital, Channel, and Product Marketing teams to support aligned journey planning
- Support touchpoint coordination and message sequencing to ensure clear, timely, and relevant communications
- Develop and maintain journey planning frameworks, playbooks, and templates, including messaging standards, dynamic templates, and channel roles
- Enable digital and microsite experience frameworks by coordinating how pages connect into a cohesive, navigable structure with consistent navigation and pathways in partnership with Product Marketing and digital teams
- Track and manage journey plans, calendars, and deliverables to ensure alignment and visibility across teams
- Identify opportunities to improve journey consistency, coordination, and overall customer experience
Qualifications, Capabilities, And Skills
- Bachelor's degree required
- 4–7 years of experience in customer journey planning, consumer marketing, digital marketing, or related fields
- Experience supporting customer marketing or digital experience strategy a plus
- Strong understanding of customer engagement, messaging, segmentation, and channel orchestration
- Experience working with marketing calendars, playbooks, templates, or planning frameworks
- Ability to coordinate across stakeholders and partners in a matrixed environment
- Strong project management and organizational skills with ability to manage multiple priorities
- Analytical mindset with ability to translate data and insights into planning inputs
- Strong communication and stakeholder management skills
- Detail-oriented, proactive, and comfortable operating in a fast-paced environment
About The Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction. We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.