Chief Customer Journey Architect

JPMorganChase; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

JPMorgan Chase seeks a strategic marketing leader to own customer journey strategy from awareness to onboarding and retention. You will translate insights into data-driven marketing plans, drive conversion, activation, and deeper customer relationships across Consumer Bank Marketing.

With 10+ years in marketing or product roles, you will guide cross-functional teams, synthesize qualitative and quantitative insights, and influence stakeholders to prioritize initiatives that improve the customer

Qualifications

• 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.

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 view to measure conversion effectiveness

Skills

Strategic marketing

Customer journey mapping

Data analytics

Cross-functional leadership

Workshop facilitation

Stakeholder influence

Communication skills

Problem solving

Project management

Adaptability

Job description

JPMorgan Chase seeks a strategic marketing leader to own customer journey strategy from awareness to onboarding and retention. You will translate insights into data-driven marketing plans, drive conversion, activation, and deeper customer relationships across Consumer Bank Marketing.

With 10+ years in marketing or product roles, you will guide cross-functional teams, synthesize qualitative and quantitative insights, and influence stakeholders to prioritize initiatives that improve the customer