Customer Journey Strategy Lead – Vice President

JPMorganChase•Columbus, OH

About The Position

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 strategy from awareness and conversion through onboarding and deepening. 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 Customer Journey Strategy Lead on the Becoming a Customer Journey 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 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 end-to-end funnel health reporting to measure conversion effectiveness as a driver of account growth, pinpoint targeted areas for improvement, and inform prioritization.

Requirements

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
Builds strong partnerships and is recognized as a collaborative team player
10+ years of marketing, digital or product experience

Nice To Haves

Experience with lifecycle marketing or activation strategies
Is a fantastic partner who exemplifies strong collaboration
Is highly curious and never settles for good enough
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

Responsibilities

Lead end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints
Apply a customer-first mindset by stepping into the customer’s perspective to identify unmet needs, friction points, and moments of opportunity
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
Monitor emerging marketing and industry trends, track competitor strategies and performance, and translate insights into opportunities to differentiate and improve the customer experience
Identify CX/EX friction and opportunities in partnership with feedback and social listening teams
Own and manage research prioritization and execution, ensuring alignment to key business priorities
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 end-to-end funnel health reporting view to measure conversion effectiveness as a driver of account growth, pinpoint targeted areas for improvement, and inform prioritization.