Vice President, Customer Experience Innovation

Job Responsibilities

• Define the Customer Experience Innovation strategy and prioritized roadmap aligned to customer engagement outcomes.
• Discover and synthesize customer and business insights to identify high-impact opportunities and form clear hypotheses.
• Design test-and-learn experiments and success metrics to validate desirability, feasibility, and impact.
• Lead audience modernization initiatives that enable omnichannel targeting and communications, transitioning from list-based execution to scalable audience-based targeting.
• Own the integrated delivery plan for in-flight proofs of concept, including timeline, dependencies, risks, and decision points across product, data, channels, and marketing partners.
• Drive a consistent operating cadence, including working sessions, decision forums, status reporting, and issue escalation, to maintain momentum and resolve blockers.
• Translate modernization needs into marketing-ready proofs of concept in partnership with product and data teams, ensuring readiness for activation.
• Standardize intake-to-execution artifacts, such as requirements, handoffs, and quality checks, so proven work becomes repeatable and scalable.
• Build playbooks, templates, and guardrails that enable partner teams to self-serve and reduce friction over time.
• Measure outcomes and convert learnings into iteration backlogs, prioritization decisions, and executive-ready performance narratives.

Required Qualifications, Capabilities And Skills

• Bachelor's degree in Marketing, Advertising, Communications, Digital/Technology, or Business (or equivalent experience).
• 10 years of experience in customer experience, lifecycle marketing, digital product, or related strategy roles.
• Demonstrated ability to identify customer problems and convert them into testable hypotheses, experiments, and measurable outcomes.
• Proven track record owning complex, cross-functional programs from proof of concept through scaled rollout.
• Proven strength in end-to-end project management, including planning, dependencies, risk management, delivery cadence, and stakeholder updates.
• Experience leading cross-functional work across marketing, product, analytics/data, and channel teams in a matrixed environment.
• Strong analytical and measurement orientation, with the ability to define success metrics and interpret results into clear actions.
• Able to operate hands-on in the details while maintaining an executive-level perspective and narrative.
• Excellent written and verbal communication, able to influence decisions and drive alignment across senior stakeholders.
• Advanced proficiency in PowerPoint and Excel, plus experience leveraging AI-tools to drive effectiveness and efficiencies.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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 are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.