Senior Associate, Card CX Strategic Initiatives and Solutions

JPMorgan Chase & Co. • New York, NY

3h

About The Position

The CX Insights & Experience team integrates customer intelligence, journey performance, and solution delivery to drive measurable improvements across the Card & Connected Commerce businesses. We work across all P&L owners and functional partners to create a unified view of customer friction, competitive positioning, and experience health. We identify, quantify, and resolve customer pain points while guiding the organization toward a future-state CX vision based on competitive insights and data-driven strategy.
As an Associate in Strategic Initiatives and Solutions, you will support the execution of customer experience (CX) strategies for the Card & Connected Commerce businesses. You will collaborate on cross-functional projects that address customer pain points, improve journey performance, and deliver innovative solutions aligned with our CX vision.

Requirements

• Bachelor’s degree required.
• Minimum 5 years of experience in customer experience, strategy, analytics, or related fields within financial services, card business, or data-driven industries.
• Experience supporting cross-functional projects and working in collaborative environments.
• Proficiency in analytics, including experience with AI-driven tools, sentiment analysis, or journey analytics.
• Strong problem-solving and organizational skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to learn quickly and adapt to changing priorities.

Nice To Haves

• Experience with journey mapping, customer intelligence, or solution delivery is a plus.

Responsibilities

• Support the integration of CX principles into strategy development, roadmap planning, and execution.
• Apply a product owner mindset to help translate customer insights into actionable solutions.
• Contribute to special projects that address business challenges and evolving customer needs.
• Develop knowledge of the card business and financial services to inform decision-making.
• Use analytics tools to gather and synthesize customer insights, including AI-driven tools and journey analytics.
• Assist in monitoring and reporting on the effectiveness of CX initiatives, using data to refine strategies.
• Collaborate with cross-functional teams to ensure efficient delivery of solutions.
• Communicate findings and recommendations clearly to stakeholders.
• Adapt to ambiguous environments and demonstrate a willingness to learn new areas.

Benefits

• We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.
• Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
• We also offer a range of benefits and programs to meet employee needs, based on eligibility.
• These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees