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A map of the United States highlighting the number of Strategy Lead job openings by state according to ZipRecruiter. The image is accompanied by a detailed chart listing the number of Strategy Lead job openings in each state, with California having the most at 2 and Hawaii the least at 0.

Customer Journey Strategy Lead - Vice President

JPMorgan Chase & Co.

Columbus, OH • On-site

$120 - $180/hr

Other

Re-posted 12 days ago

JPMorgan Chase & Co. rating

8.0

Company rating: 8.0 out of 10

Based on 497 frontline employees who took The Breakroom Quiz

72nd of 173 rated banks

Job description

The Journey team is dedicated to understanding and improving end-to-end customer experiences for Consumer Bank Marketing by turning customer pain points into meaningful opportunities for growth. We are seeking a strategic marketing professional to lead customer journey strategy from awareness and conversion through onboarding and deepening. This role will play a critical part in uncovering actionable insights, and translating them into data-driven marketing strategies that drive conversion, activation and retention.

As a Customer Journey Strategy Lead on the Becoming a Customer Journey 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 customer/banker feedback teams to leverage data, insights, and AI-enabled tools to deepen customer understanding and shape strategies that improve experiences and key KPIs. You will also lead end-to-end funnel health reporting to measure conversion effectiveness as a driver of account growth, pinpoint targeted areas for improvement, and inform prioritization.

Job responsibilities
  • Lead end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints
  • Apply a customer-first mindset by stepping into the customer’s perspective to identify unmet needs, friction points, and moments of opportunity
  • Facilitate cross-functional workshops to map journeys, uncover pain points, and ideate on solutions
  • Partner closely with research, customer feedback, and data & analytics teams to synthesize qualitative and quantitative insights
  • Translate insights into clear, actionable recommendations that inform marketing 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
  • Identify CX/EX friction and opportunities in partnership with feedback and social listening teams
  • Own and manage research prioritization and execution, ensuring alignment to key business priorities
  • Develop data-led strategies informed by customer insights and journey analysis
  • Collaborate with cross-functional partners to bring strategies to life, ensuring alignment across teams
  • Own end-to-end funnel health reporting viewto measure conversion effectiveness
Required qualifications, capabilities and skills
  • 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
  • Ability to manage multiple initiatives simultaneously under tight deadlines
  • Comfortable operating in an environment with shifting priorities and ambiguity
  • Customer-first mindset with strong empathy and curiosity
  • Excellent written and verbal communication and presentation skills
  • Builds strong partnerships and is recognized as a collaborative team player
  • 10+ years of marketing, digital or product experience
Preferred qualifications, capabilities and skills
  • Experience with lifecycle marketing or activation strategies
  • Is a fantastic partner who exemplifies strong collaboration
  • Is highly curious and never settles for good enough
  • Is data driven and analytical, while also being a creative thinker
  • Is vigorous and thorough in their management of details
  • Constantly pushes boundaries of “what could be” to drive innovation
  • Able to balance strategic, big-picture thinking with deep dives into details when needed
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