The Journey team is dedicated to understanding and improving end-to-end customer experiences for Consumer Bank Marketing by turning customer pain points into meaningful opportunities for growth. We are seeking a strategic marketing professional to lead customer journey mapping and our account opening activation strategy and delivery. This role will play a critical part in uncovering actionable insights, and translating them into data-driven marketing strategies that drive conversion, activation and retention.

As a Marketing Senior Associate in the Becoming a Customer Journey team, you will map and analyze end-to-end customer experiences to understand the current state, identify pain points, and surface opportunities for improvement. You will partner with research, analytics, and customer/banker feedback teams to leverage data, insights, and AI-enabled tools to deepen customer understanding and shape strategies that improve experiences and key KPIs. You will also lead our account activation strategy and delivery, a critical driver of customer retention. In this role, you will own the immediate post-account opening experience, including campaign management of the account opening confirmation email ensuring customers are set up for success.

Job responsibilities

• Lead and support end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints

• Facilitate cross-functional workshops to map journeys, uncover pain points, and ideate on solutions

• Partner closely with research, customer feedback, and data & analytics teams to synthesize qualitative and quantitative insights

• Translate insights into clear, actionable recommendations that inform marketing strategies and prioritization

• Own and manage the customer research backlog with internal and external agency partners, ensuring alignment to key business priorities

• Facilitate stakeholder and agency discussions to drive alignment, decisions, and clear next steps

• Develop data-led strategies informed by customer insights and journey analysis

• Collaborate with cross-functional partners to bring strategies to life, ensuring alignment across teams

• Own the strategy and execution of account opening activation touchpoints, including confirmation screens and confirmation emails

• Optimize messaging, design, and timing to drive engagement, trust, and next-best actions

• Test and iterate activation strategies based on performance data and customer feedback

Required qualifications, capabilities and skills

• Ability to synthesize complex data into clear, compelling narratives and actionable recommendations

• Strong analytical, problem-solving, and strategic planning skills

• Proven ability to take initiative, influence stakeholders, and deliver results

• Strong facilitation skills; experience leading cross-functional workshops and/or projects

• Comfortable working in a highly matrixed organization and driving alignment across teams

• Ability to manage multiple initiatives simultaneously under tight deadlines

• Comfortable operating in an environment with shifting priorities and ambiguity

• Customer-first mindset with strong empathy and curiosity

• Excellent written and verbal communication and presentation skills with strong partnership skills and team player mentality

• 4+ years of marketing, digital or product experience

• Bachelor's degree

Preferred qualifications, capabilities and skills

• Experience with lifecycle marketing or activation strategies
• Financial Services industry experience

• Is a fantastic partner who exemplifies strong collaboration, highly curious and never settles

• Is data driven and analytical, while also being a creative thinker

• Is vigorous and thorough in their management of details

• Constantly pushes boundaries of “what could be” to drive innovation

• Able to balance strategic, big-picture thinking with deep dives into details when needed

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, paid in the form of cash and/or forfeitable equity, 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.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans