Marketing Senior Associate, Consumer Bank

JPMorganChase•Wilmington, NC

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 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.

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 with strong partnership skills and team player mentality
4+ years of marketing, digital or product experience
Bachelor's degree

Nice To Haves

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

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