Chase Customer Service Jobs (NOW HIRING)

The xLOB Engagement Marketing team unites business units to deliver integrated, data-driven marketing strategies that elevate our brand and maximize organizational value. We focus on driving growth, reinforcing our value proposition, and leveraging insights to shape impactful strategies.

You will shape how customers experience One Chase through centralized hub experiences that feel unified, intuitive, and outcomes-driven. This role is built for a strategic operator who can translate customer needs into prioritized delivery across partners and lines of business.

As a Vice President on the Engagement Marketing team, you will own the strategy and activation roadmap for hub experiences and unified journeys, balancing customer impact, feasibility, and enterprise alignment. You will assess customer and Line of Business (LOB) needs, define multi-quarter roadmaps, and secure cross-LOB commitments in developing and delivering cohesive hub experiences. You will also serve as an executive-ready storyteller who can align senior stakeholders and sustain momentum through delivery.

Job Responsibilities: 

• Evaluate and assess customer needs and LOB priorities to identify experience gaps, opportunities, and activation levers. 

• Develop strategic opportunities for centralized hub showcasing life events/stages experiences and unified journeys across One Chase ecosystem

• Build strategic roadmaps that translate experience intent into initiatives, milestones, and measurable outcomes that deliver customer value

• Align cross-LOB stakeholders on priorities, dependencies, and decision points to enable integrated delivery and secure commitments and governance mechanisms that sustain alignment across teams and planning cycles.

• Translate customer journey needs and UX concepts into actionable requirements and partner-ready briefs.

• Lead the centralized One Chase hub program creative development and project execution translating customer journey needs, LOB goals and UX concepts into actionable requirements

• Partner with creative agencies and cross-functional stakeholders (Product, Digital, Analytics, UX, Insights, and LOB teams) to deliver cohesive, end-to-end One Chase customer experiences. 

• Prepare and deliver executive ready updates with clear tradeoffs, risks and recommendations 

Required qualifications, capabilities and skills:

• 7+ years of progressive experience in financial services with demonstrated leadership roles spanning strategy, program delivery or customer experience. 

• Defined, developed and executed web experiences across financial service products

• Proven ability to develop and execute enterprise wide integration strategies across multiple lines of business, translating customer insights into actionable delivery roadmaps

• Deep cross functional collaboration skills, ability to lead and manage workstreams across diverse teams, including product, digital, operations and business LOB partners, to drive alignment and execution 

• Strong customer journey and experience design acumen, ability to align cross functional teams around a consistent, seamless customer experience while leveraging data driven insights to inform priorities

• Executive level communication and presentation skills, ability to synthesize complex, multi stakeholder initiatives into clear narratives for senior leadership and broad level audiences

• Exceptional relationship management and stakeholder influence, strong interpersonal skills with the ability to influence partners, team members, and management

• Structured program and project management expertise- ability to manage multiple concurrent workstreams, define milestones, secure stakeholder buy in, and drive delivery across matrixed organizations. 

• Experience defining and managing roadmaps across integrated hub models or centralized experience function

• Analytical and strategic thinking, abilities to make decision, interpret performance data and review inputs to support business case development and decision making

Preferred qualifications, capabilities, and skills

• Bachelor's degree in marketing, communications or a business related field
• Prior experience in hub-based, centralized service, or shared services model within a financial institution with exposure to how multiple lines of business interact through a common customer layer
• Demonstrated track record delivering strong initiatives in highly regulated environment, including navigating risk, compliance, and operational oversight requirements
• Proficient with strategic planning frameworks and business modeling tool to support business case development and initiative prioritization
• Knowledge and understanding of AI/AIO landscape and technology availability in relation to hub taxonomy and planning
• Prior experience  in consumer marketing across owned, earned, and paid channels
• Proficient in Adobe Acrobat, PowerPoint, and Excel

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