Customer Journey Strategist, Senior Associate

Job Description
The Cobrand Product organization is dedicated to understanding and improving end-to-end customer experiences for Cobrand Card Products by turning customer pain points, market signals, and data points into meaningful opportunities for growth. We are seeking a strategist that blends analytical rigor with strategic narrative development. This role will play a critical part in uncovering actionable insights, translating them into data-driven product strategies, and working with product leaders to shape solutions that drive conversion, engagement, and retention.

As a Customer Journey Strategist on the Cobrand Product Strategy team, you will map and analyze end-to-end customer experiences to assess the current state, identify pain points, and surface opportunities to improve. You will partner with research, analytics, and voice of customer teams to leverage data, insights, and AI-enabled tools to deepen customer understanding and shape strategies that drive meaningful movement on key business objectives. This includes, but is not limited to, marketing, servicing and digital experience touchpoints across Chase and engagement with our Cobrand partners.

Job Responsibilities

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

Own the end-to-end view of assigned customer journeys and maintain a clear “journey health” perspective, including key performance drivers and pain points

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

Define and articulate target state experience and success metrics aligned to Cobrand and card business priorities

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

Own opportunity sizing and impact analysis to inform prioritization, and measure post-launch effectiveness

Translate insights into clear, actionable recommendations and business narratives that inform product strategies and prioritization

Monitor emerging marketing and industry trends, track competitor strategies and performance, and translate insights into opportunities to differentiate and improve the customer experience

Collaborate with cross-functional partners to bring strategies to life, ensuring alignment across business and partner teams

Own end-to-end funnel health reporting viewto measure CX effectiveness and deliver regular “decision-grade insight” to key stakeholders

Required qualifications, capabilities, and skills

Bachelor’s degree

5+ years of relevant experience in business strategy, customer or product experience

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

Advanced proficiency with Microsoft suite (PowerPoint, Excel, SharePoint), Figma, LLM and other collaboration tools.

Preferred qualifications, capabilities, and skills

Ability to balance strategic, big-picture thinking, with detailed analysis

Able to work independently, build relationships across levels, and deliver projects end-to-end.

Customer-first mindset with strong empathy and curiosity

Proficient knowledge of the product development life cycle and working familiarity with AI/automation concepts in product innovation

Exposure to data analytics platforms (e.g., Adobe Analytics, Tableau, etc.)

Additional information
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

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