Senior Customer Success Associate - Employee Experience Channels

JPMorganChase; England; On-site; GBP 45,000 - 65,000; Full time

Job summary

J.P. Morgan in the United Kingdom seeks a Senior Customer Success Associate to shape and execute an omni-channel strategy that boosts engagement, adoption, and measurable impact across the organization.

You will own digital channel strategy across employee touchpoints, ensuring a cohesive experience and coordinating with Marketing, HR, Legal, and Technology to deliver cross-channel campaigns.

Qualifications

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

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 HR, Legal, and Technology to deliver coordinated cross-channel experiences.
• Analyze channel and campaign performance data to identify trends and opportunities.
• Translate insights into clear, actionable recommendations to improve outcomes.
• Create and refine positioning and value proposition frameworks for target audiences.
• Maintain a channel strategy framework that enables personalization aligned to employee preferences.
• Coordinate messaging with Marketing, Communications, and Change Management.
• Lead go-to-market initiatives and multi-channel campaign rollout.
• Manage and keep current the communications/marketing inventory and assets for optimization.

Skills

Channel strategy

Cross-functional leadership

Analytics/data-driven

Communication skills

Fast-paced environment

Education

Bachelor's degree in Marketing/Business

Tools

CRM systems

Marketing automation tools

Job description

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

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

About The Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.