Senior Customer Success Associate - Employee Experience Channels

JPMorgan Chase & Co.; Bournemouth; On-site; GBP 40,000 - 70,000; Full time

Job summary

JPMorgan Chase & Co. in Bournemouth, United Kingdom, seeks a Senior Customer Success Associate to shape omni-channel strategy and drive engagement across the organization. You will own end-to-end digital channel performance, ensuring cohesive experiences across touchpoints and collaborating with HR, Legal, IT and Marketing.

Ideal candidates bring channel/ GTM experience, strong analytics, and excellent communication skills to influence senior leaders in a fast-paced, matrixed environment.

Qualifications

• Experience in channel strategy, product marketing, or go-to-market strategy.
• Ability to lead cross-functional initiatives and influence adoption across multiple channels.
• Strong analytical skills with data-driven decision making and performance management.
• Excellent communication, storytelling and relationship management with peers, partners and senior leaders.
• Thrives in a fast-paced, matrixed environment with multiple assignments and deadlines.

Responsibilities

• Develop and execute channel strategies that drive product adoption, expansion, retention and engagement across employees.
• Own end-to-end strategy and performance of digital channels across all employee entry points.
• Ensure a cohesive omni-channel experience across platforms and touchpoints.
• Partner with Employee Success, Employee Experience Product, HR, Legal and Technology for coordinated cross-channel experiences.
• Analyze channel and campaign performance to identify trends, gaps and opportunities.
• Translate insights into actionable recommendations to improve outcomes.
• Create positioning and value proposition frameworks for target audiences.
• Maintain a channel strategy framework enabling personalization to employee preferences.
• Coordinate messaging and campaign execution with Marketing, Communications and Change Management.
• Lead go-to-market initiatives from briefing to multi-channel rollout.
• Manage and keep current communications/marketing inventory and assets for ongoing optimization.

Skills

Channel strategy

Cross-functional leadership

Analytical skills

Communication & storytelling

Thrives in fast-paced environment

Education

Bachelor’s degree or equivalent in Marketing/Comms/Business

Job description

As a Senior Customer Success Associate in the Employee Success team, you play a pivotal role in shaping and executing our omni-channel strategy to promote engagement, adoption, and measurable impact across the organization.

Job Responsibilities

• Develop and execute channel strategies that drive product adoption, expansion, retention, and employee engagement.
• Own the end-to-end strategy and performance of digital channels across all employee entry points.
• Ensure a cohesive, consistent omni-channel experience across platforms and touchpoints.
• Partner with Employee Success, Employee Experience Product, HR, Legal, and Technology to deliver coordinated cross-channel experiences.
• Analyze channel and campaign performance data to identify trends, gaps, and opportunities.
• Translate insights into clear, actionable recommendations to improve outcomes.
• Create and refine positioning and value proposition frameworks tailored to target audiences.
• Maintain a channel strategy framework that enables personalization aligned to employee preferences.
• Coordinate messaging and campaign execution with Marketing, Communications, and Change Management.
• Lead go-to-market initiatives (briefing, concept development, and multi-channel campaign rollout).
• Manage and keep current the communications/marketing inventory (materials, templates, assets) and strengthen performance management for ongoing optimization.

Required Qualifications, Capabilities, and Skills

• Experience in channel strategy, product marketing, or go-to-market strategy
• Demonstrated ability to lead cross-functional initiatives and influence adoption and engagement across multiple channels
• Strong analytical skills with experience in data-driven decision making and performance management
• Excellent communication, storytelling, and relationship management skills; able to communicate effectively with peers, partners, and senior leaders
• Ability to thrive in a fast-paced, matrixed environment with multiple assignments, stringent deadlines, and changing priorities

Preferred Qualifications, Capabilities, and Skills

• Team player with the ability to navigate a highly matrixed organization
• Bachelor’s degree or equivalent experience in Marketing, Communications, Business
• Experience with employee or consumer marketing, and knowledge across communication channels including web, email, video, and print
• Experience with omni-channel campaign execution