Portfolio Strategy Associate: Customer Experience & Growth

Testing Site - JPMC; Wilmington (DE); On-site; USD 120,000 - 190,000; Full time

Job summary

Chase is seeking a senior strategy professional to own the customer experience for the Freedom card portfolio, including Freedom Flex/Unlimited/Rise. You will map journeys, use data insights, and advocate for customer needs across digital and human touchpoints to drive engagement and profitability.

You will partner with analytics, finance, product, marketing and design to translate insights into prioritized initiatives, craft compelling narratives, and align with leadership on bank-wide goals.

Qualifications

• Experience in customer experience, product management, servicing, or journey design.
• Ability to influence across teams without direct authority and build strong partnerships.
• Strong communication skills with proficient PowerPoint storytelling.

Responsibilities

• Lead the rewards and benefits book of work for the Freedom card portfolio.
• Provide strategic thought to prioritize initiatives driving engagement and profitability.
• Analyze customer feedback and insights to identify experience enhancements.
• Advocate for customer needs across digital and human touchpoints.
• Partner with analytics, finance, product, marketing, and design to evaluate opportunities.”,
• Create clear, persuasive narratives connecting customer value to business impact.
• Balance customer value, growth, and profitability in decision-making.
• Monitor program performance and report progress against goals.
• Influence and align in a matrixed organization to execute strategy.
• Align initiatives with leadership priorities and broader bank goals.

Skills

Customer experience strategy

Product management

Stakeholder collaboration

Data analysis

Journey design

Customer insights

Tools

PowerPoint

Excel

Job description

Chase is seeking a senior strategy professional to own the customer experience for the Freedom card portfolio, including Freedom Flex/Unlimited/Rise. You will map journeys, use data insights, and advocate for customer needs across digital and human touchpoints to drive engagement and profitability.

You will partner with analytics, finance, product, marketing and design to translate insights into prioritized initiatives, craft compelling narratives, and align with leadership on bank-wide goals.