Product Owner – Journey Orchestration Transformation

JPMorganChase•Wilmington, NC

About The Position

We are looking for a driven and enthusiastic team member to deliver a breakthrough personalization and journey orchestration roadmap across Card Marketing. The candidate will take an innovative approach to developing a strategy for how we: Deliver personalization at scale Enable personalization through agentic assembly Empower the marketer to own the customer journey As a Marketing Transformation Product Owner on the Journey Orchestration team, you will sit at the intersection of technology, marketing, design, data, and controls—directly impacting our ability to deliver compelling and effective customer-first experiences across all channels. You will have a “blank sheet of paper” to design the future, but you must be able to bring together the right people to do the discovery, define the business requirements, processes, technology, and governance to deliver. A successful candidate will: Define the Vision: Develop and articulate a clear product vision and strategy for Personalization, aligning it with overall business objectives and marketing goals Be the Voice of the Marketer: Deeply understand the needs of our customers, marketing strategy, activation, and service teams through discovery, and data analysis. Translate these needs into actionable product requirements for real-time decisioning and personalized experiences Own the Product Roadmap: Create, prioritize, and maintain a robust product backlog ensuring features and enhancements are aligned with the product roadmap and deliver maximum business value You will collaborate with a team of marketing transformation product owners to develop and deliver a roadmap that radically elevates how we plan, manage, and activate campaigns in the industry’s largest marketing execution space. You will partner with our Planning, Campaign Management, and Activation teams; Product; Risk; Data Owners; and Technology to design and build new processes and capabilities across Salesforce and AI-integrated orchestration. You will be the day-to-day glue that brings teams of people across Card Marketing together to deliver on the strategy objective and the single leader we look to in order to understand progress and barriers through transformation. You must be a player-coach who is unafraid to roll up your sleeves and demonstrate by doing. You must be able to operate within a highly matrixed organization, effectively influencing and communicating cross-functionally with all levels of management to enable business and financial results. You must be comfortable with ambiguity and be able to create structure where it may not exist. Finally, you must have a track record of leading teams through change and be unafraid to challenge the status quo to reimagine how we do business to deliver a consistent marketing/customer experience.

Requirements

4–8+ years of related experience (product owner preferred; marketing technology, personalization, CRM, or program management helpful)
Exceptional communication, facilitation, and storytelling skills; able to influence and align diverse stakeholders across a highly matrixed organization
Track record of an analytical mindset willing to leave no stone unturned, challenging the status quo, and creating structure in ambiguous spaces to deliver consistent marketing/customer experiences at scale.
Team focused collaborator that leads with a positive attitude, sense of humor preferred
Strong understanding of journey orchestration and the personalization lifecycle within a marketing organization, including data intake, identity and consent, decisioning, content selection, activation, and measurement.
End-to-end program delivery experience—understanding best practices, tools, and processes for complex, cross-functional initiatives, with timely execution
Familiarity with agile practices and collaboration tools (e.g., Confluence, Jira, Figma, Lucid, Microsoft Teams).
Familiarity with enterprise journey orchestration and CRM platforms (e.g., Salesforce ecosystem) and experimentation frameworks; experience with AI-assisted campaign tooling and governance preferred.

Responsibilities

Serve as a thought-leader who drives a strategic, complex, and highly visible personalization program for Card that can also span for use across LOBs
Be accountable for strategic design and standing up new capabilities and ways of working, including real-time decisioning, journey orchestration, identity and consent, and AI-assisted campaign design
Lead successful end-to-end execution and delivery of program objectives without precedent (including project conception, planning, requirements gathering, solutioning, governance, and decision-making) based upon targeted business outcomes, dependencies, and stakeholders
Lead a squad of cross-functional team members to clearly establish a problem statement, opportunity goals, baseline data, measures of success, and business requirements
Lead ideation sessions across a matrixed group of stakeholders and pull together a single, prioritized solution across a complex program
Maintain an analytical mindset to understand, develop, and synthesize requirements; risks; and cross-dependencies during roadmap delivery across multiple program workstreams (Salesforce orchestration, AI agentic assistance, data foundation, identity and consent, channel activation, measurement)
Ensure communication, alignment, and coordination across all stakeholders by creating and facilitating project status and executive summary presentations; communicate effectively with peers, cross-functional team members, and senior stakeholders through compelling, impactful storytelling
Be a champion for both business and culture transformation, leading with consistency, integrity, and humility
Define the blueprint for omni-channel journey orchestration across owned and service channels (email, push, in-app, web, direct mail, call center), including handshake patterns to paid media where appropriate.
Integrate AI for agentic assisted campaign design, planning, and optimization with human-in-the-loop governance, policy controls, and explainability
Establish personalization standards and guardrails: segmentation, eligibility, next-best-action, content selection, and frequency