CX Product Strategist- Senior Associate

JPMorgan Chase & Co. • New York, NY

3d • $85,500 - $155,000

About The Position

The Cobrand Product organization works to understand and improve end-to-end customer experiences for Cobrand Card Products by turning customer pain points, market signals, and data into opportunities for growth. The CX Product Strategist will uncover actionable insights, translate them into data-driven product strategies, and work with product leaders to shape solutions that improve conversion, engagement, and retention.

As part of the Cobrand Product Strategy team, this role analyzes customer experiences to identify pain points and improvement opportunities. It partners with research, analytics, and voice-of-customer teams, using data, insights, and AI-enabled tools to deepen customer understanding and shape strategies across marketing, servicing, and digital touchpoints involving Chase and its cobrand partners.

Requirements

• Bachelor’s degree.
• At least 5 years of relevant experience in product operations, portfolio management, customer experience, business strategy, product management, or a related field.
• Demonstrated ability to manage a structured portfolio, backlog, issue log, program tracker, or similar source of truth.
• Strong attention to detail and ability to maintain accurate records across multiple workstreams and stakeholders.
• Ability to translate varied customer and business inputs into concise problem statements, evidence summaries, and decision-ready materials.
• Ability to define practical success measures and partner with analytics teams to evaluate outcomes.
• Strong written and verbal communication, follow-through, and stakeholder coordination skills.
• Strong analytical, problem-solving, and strategic planning skills.
• Advanced proficiency with PowerPoint, Excel, SharePoint, Figma, and collaboration tools, including AI-enabled tools.
• Must be authorized to work for any employer in the United States; immigration sponsorship or transfer of employment visa sponsorship is not available.

Nice To Haves

• Ability to balance strategic, big-picture thinking with detailed analysis.
• Ability 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 familiarity with automation and artificial intelligence concepts in product innovation.
• Exposure to data analytics platforms, such as digital analytics or business intelligence tools.

Responsibilities

• Manage the end-to-end lifecycle of customer experience issues, from intake and validation through prioritization, solution linkage, progress tracking, impact measurement, and closure.
• Maintain issue and problem-statement records with required fields, consistent taxonomy, version control, and clear ownership.
• Synthesize customer complaints, satisfaction signals, call drivers, research findings, digital behavior, servicing insights, and partner inputs into concise evidence summaries and opportunity sizing.
• Partner with product owners to translate insights into recommendations and business narratives that inform product strategy and prioritization.
• Run recurring reviews focused on decisions, blocked items, ownership gaps, overdue actions, and priority changes.
• Partner with analytics and product teams to set baselines and define post-launch measurement plans before solutions are implemented.
• Identify recurring or systemic themes across the issue catalog and surface opportunities for coordinated action while preserving partner-specific context.

Benefits

• Competitive total rewards package, including base salary determined by role, experience, skill set, and location.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior