Location: NY, United States

Job Description:
The Cobrand Product organization is dedicated to understanding and improving end-to-end customer experiences for Cobrand Card Products by turning customer pain points, market signals, and data points into meaningful opportunities for growth. We are seeking a strategist that blends analytical rigor with strategic narrative development. This role will play a critical part in uncovering actionable insights, translating them into data-driven product strategies, and working with product leaders to shape solutions that drive conversion, engagement, and retention.

As a Customer Journey Strategist on the Cobrand Product Strategy team, you will map and analyze end-to-end customer experiences to assess the current state, identify pain points, and surface opportunities to improve. You will partner with research, analytics, and voice of customer teams to leverage data, insights, and AI-enabled tools to deepen customer understanding and shape strategies that drive meaningful movement on key business objectives. This includes, but is not limited to, marketing, servicing and digital experience touchpoints across Chase and engagement with our Cobrand partners.

 

Job Responsibilities:

• Lead end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints
• Own the end-to-end view of assigned customer journeys and maintain a clear journey health perspective, including key performance drivers and pain points
• Partner closely with research, customer feedback, and data & analytics teams to synthesize qualitative and quantitative insights 
• Define and articulate target state experience and success metrics aligned to Cobrand and card business priorities
• Facilitate cross-functional workshops to map journeys, uncover pain points, and ideate on solutions
• Own opportunity sizing and impact analysis to inform prioritization, and measure post-launch effectiveness
• Translate insights into clear, actionable recommendations and business narratives that inform product strategies and prioritization
• Monitor emerging marketing and industry trends, track competitor strategies and performance, and translate insights into opportunities to differentiate and improve the customer experience
• Collaborate with cross-functional partners to bring strategies to life, ensuring alignment across business and partner teams
• Own end-to-end funnel health reporting view to measure CX effectiveness and deliver regular decision-grade insight to key stakeholders

Required qualifications, capabilities, and skills:

• Bachelors degree
• 5+ years of relevant experience in business strategy, customer or product experience
• Ability to synthesize complex data into clear, compelling narratives and actionable recommendations
• Strong analytical, problem-solving, and strategic planning skills
• Proven ability to take initiative, influence stakeholders, and deliver results
• Strong facilitation skills; experience leading cross-functional workshops and/or projects
• Comfortable working in a highly matrixed organization and driving alignment across teams
• Advanced proficiency with Microsoft suite (PowerPoint, Excel, SharePoint), Figma, LLM and other collaboration tools.

Preferred qualifications, capabilities, and skills:

• Ability to balance strategic, big-picture thinking, with detailed analysis 
• Able to work independently, build relationships across levels, and deliver projects end-to-end.
• Customer-first mindset with strong empathy and curiosity
• Proficient knowledge of the product development life cycle and working familiarity with AI/automation concepts in product innovation
• Exposure to data analytics platforms (e.g., Adobe Analytics, Tableau, etc.) 

 

Additional information: 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

As a Customer Journey Strategist you will drive end-to-end customer journey improvement across products and partners, identifying pain points and unlocking measurable CX and business value through data-driven insights and cross-functional execution.