Senior Associate, Card CX Strategic Initiatives and Solutions

JOB DESCRIPTION

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.

Key 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.

Qualifications

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

ABOUT US

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

ABOUT THE TEAM
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.
The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.