Customer Strategy Manager Jobs in Delaware (NOW HIRING)

Join the Artificial Intelligence (AI) Journey Transformation team to accelerate and scale AI solutions that work and shape omni-channel customer experiences. The team combines digital strategy, AI transformation, and analytics to accelerate smarter, more seamless customer journeys. This role provides an exciting opportunity to support senior leadership across the firm on a portfolio of high-priority strategic initiatives.

As a Strategy Senior Analyst on the AI Journey Transformation team, you will support a portfolio of firm-wide strategic initiatives through rigorous analysis, structured problem solving, and clear executive-ready communication. You will collaborate with partners across digital, operations, product, analytics, and business teams to help identify opportunities, size impact, develop business cases, and support go-to-market and operating model planning. Success in this role requires a passion for AI solutions and customer experience, strong quantitative and qualitative analytical skills, and the ability to translate complex data and processes into actionable insights. Projects are typically team-based and include close collaboration with senior stakeholders across the firm on a wide variety of initiatives, including: assessing opportunities to drive digital and AI transformation in customer servicing journeys, supporting journey optimization and reimagination, evaluating strategic digital and AI investments, and contributing to operating model design.

• Support initiatives/projects to address diverse problems identified by senior leaders; help drive workstreams to completion with strong attention to detail
• Partner with cross-functional teams in digital, product, business, analytics, and operations to gather inputs, align on requirements, and synthesize findings
• Conduct journey assessments by mapping current-state processes, identifying pain points/friction, and helping define future-state improvements
• Apply structured problem-solving and design thinking to break down ambiguous problems into hypotheses, analyses, and decision-ready recommendations
• Gather, synthesize, analyze, and present data and findings, including financial/business case modeling, impact sizing, and KPI frameworks
• Execute analyses to support integration of digital solutions with CCB Operations to enhance customer journeys and reduce friction
• Perform competitor/industry research leveraging public sources (and internal sources where appropriate) to inform strategy and recommendations
• Develop strategic presentations and supporting materials for internal stakeholder reviews and leadership readouts
• Monitor industry and technology trends (including AI) and share concise insights with the broader team
• Support team execution by maintaining workplans, tracking decisions/risks, and coordinating inputs across partners

• 2+ years of relevant experience in strategy, consulting, banking/finance, analytics, product strategy, or an internal corporate strategy/strategic initiatives function
• Exposure to consumer banking and/or business banking concepts, customer journeys, or operations (through work experience, internships, or project work)
• Demonstrated ability to analyze problems and apply quantitative approaches (e.g., impact sizing, Return on Investment/business case analysis, scenario analysis)
• Strong communication skills (written and verbal) with the ability to translate analysis into clear takeaways for stakeholders
• Strong collaboration skills and comfort working in cross-functional teams
• Strong presentation development skills (PowerPoint) and analytical tooling skills (Excel)
• High attention to detail, strong ownership mindset, and ability to manage priorities in a fast-paced environment

• Exposure to digital product, process improvement/journey optimization, and/or AI transformation (academic, internship, or professional)
• Financial services industry experience
• Consumer and Community Banking / Global Banking experience
• Familiarity with analytics concepts (KPIs, experimentation, funnel/journey metrics)
• Bachelor's degree preferred; advanced degree a plus

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.

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 Strategy team manages mission-critical projects ranging from developing growth strategies, to assessing and planning entry into new markets, to implementing organizational restructurings and operational efficiencies, and more. Projects are typically team-based and include close collaboration with senior executives.