Senior Associate, Existing Customer Journey & Planning
About The Position
Help shape the future of customer marketing by joining the Customer Marketing organization driving engagement, growth, and customer value across the Chase portfolio, including Sapphire, Freedom, Offers, and Travel. As a Senior Associate, Customer Journey Strategy & Planning, you will play a key role in advancing integrated, customer-centric omnichannel experiences that deepen engagement and build long-term customer value. You will support branded card, Offers, and Travel Marketing teams by developing journey planning frameworks, mapping end-to-end experiences, and enabling alignment across customer touchpoints. You will partner across Marketing and cross-functional teams—including Brand, Content, Digital, and Channel partners—to connect product, benefit, and channel strategies into coordinated customer experiences. The role focuses on journey mapping, calendar coordination, and playbook and template development to improve consistency and strengthen the overall customer experience.
Requirements
- Bachelor’s degree required
- 4–7 years of experience in customer journey planning, consumer marketing, digital marketing, or related fields
- Strong understanding of customer engagement, messaging, segmentation, and channel orchestration
- Experience working with marketing calendars, playbooks, templates, or planning frameworks
- Ability to coordinate across stakeholders and partners in a matrixed environment
- Strong project management and organizational skills with ability to manage multiple priorities
- Analytical mindset with ability to translate data and insights into planning inputs
- Strong communication and stakeholder management skills
- Detail-oriented, proactive, and comfortable operating in a fast-paced environment
Nice To Haves
- Experience supporting customer marketing or digital experience strategy a plus
Responsibilities
- Support customer journey planning, enabling the shift from campaign-based execution to integrated omnichannel experiences
- Build and maintain holistic journey maps that connect campaigns, digital assets, and channels into unified customer experiences
- Develop and manage integrated customer marketing calendars aligned to Card, Offers, and Travel priorities
- Coordinate across Brand, Content, Digital, Channel, and Product Marketing teams to support aligned journey planning
- Support touchpoint coordination and message sequencing to ensure clear, timely, and relevant communications
- Develop and maintain journey planning frameworks, playbooks, and templates, including messaging standards, dynamic templates, and channel roles
- Support audience-driven messaging and personalization aligned to customer needs and behaviors
- Enable digital and microsite experience frameworks by coordinating how pages connect into a cohesive, navigable structure with consistent navigation and pathways in partnership with Product Marketing and digital teams
- Track and manage journey plans, calendars, and deliverables to ensure alignment and visibility across teams
- Identify opportunities to improve journey consistency, coordination, and overall customer experience
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
