Senior Associate, SMB Payments Strategy and Planning

You thrive at the intersection of analytics, strategy, and operational excellence — and you're energized by the challenge of turning complex data into clear decisions. As a Senior Associate in the Connected Commerce Payments organization, you will own the outcomes framework and operating system for a dynamic small business payments team, building AI-native workflows that sharpen how the team understands performance and acts on it. We move fast, think big, and care deeply about the quality of our work and the strength of our team culture.

As a Senior Associate in the SMB Payments team, you will own the mechanisms that help the organization understand performance, make decisions, and follow through to measurable outcomes. You will build and maintain the analytics infrastructure, lead executive communications, and strengthen the team's operating system through knowledge management, onboarding, and leadership forum ownership.

Job responsibilities

• Own the SMB Payments outcomes framework, including KPI hierarchy, metric definitions, and interpretation standards across the product suite.
• Build and maintain dashboards and scorecards tracking adoption, engagement, funnel performance, customer experience signals, operational indicators, and financial impact, with strong attention to data quality and usability.
• Develop an AI-enabled insights workflow to reduce manual reporting and increase signal quality, including automated KPI commentary, anomaly detection, driver analysis, and self-serve metric explainers — applying strong judgment and governance to ensure accuracy.
• Lead performance synthesis by translating metrics, research, and partner inputs into decision-ready narratives on what's changing, what's driving it, and what the team should do next.
• Execute deep-dive analyses — including segmentation, cohort analysis, funnel and journey analysis, and feature utilization — and convert findings into prioritized recommendations with clear success measures.
• Develop business cases for targeted investments and enhancements, including impact sizing, key assumptions, sensitivities, and measurable success criteria; ensure post-launch measurement plans and readouts are completed.
• Own the content and outcomes of key leadership forums such as Monthly Business Reviews and unit reviews: drive pre-reads, align the storyline, and ensure each forum results in clear decisions and explicit next steps.
• Drive decision and action closure by maintaining decision logs and action registers, following up with owners, escalating when needed, and validating completion through agreed outcome metrics.
• Own executive communications for SMB Payments leadership and cross-functional stakeholders, connecting outcomes, insights, risks, and decisions in concise, executive-ready materials.
• Own the team's knowledge architecture across Confluence and SharePoint, establishing information hierarchy, templates, versioning norms, and access structure for operating norms, onboarding, KPI glossary, and reusable artifacts.
• Lead onboarding and integration for new team members and strengthen cohesion through showcases, town halls, offsites, and other mechanisms that build shared context and trust.

Required qualifications, capabilities, and skills

• 3+ years of experience in product strategy, operations, analytics, business management, consulting, or a related field.
• Demonstrated ability to perform hands-on analysis and build durable reporting, including dashboards and scorecards, with comfort in KPI definition and data interpretation.
• Demonstrated ability to think and operate in an AI-native way — identifying where AI can improve insight generation, automation, and decision support while applying strong judgment around quality and governance.
• Strong written and verbal communication skills with experience producing executive-ready narratives and materials.
• Proven ability to influence and align stakeholders across product, engineering, design, analytics, risk, and business partners without direct authority.
• Highly organized with strong follow-through on decision and action tracking, prioritization, and attention to detail in a fast-paced environment.

Preferred qualifications, capabilities, and skills

• Experience in payments, small business products, platforms, or adjacent domains such as risk, fraud, controls, or servicing.
• Experience with experiment measurement and instrumentation planning.
• Familiarity with metrics governance practices, including definitions, data lineage, and data quality standards.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

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. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.