Customer Journey Strategist, Senior Associate

JPMorgan Chase & Co.•New York, NY

3d•$99,750 - $150,000

About The Position

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.

Requirements

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.

Nice To Haves

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.)

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 view to measure CX effectiveness and deliver regular “decision-grade insight” to key stakeholders