Product Strategy Lead - Vice President

J.P. Morgan; New York (NY); On-site; USD 150,000 - 230,000; Full time

Job summary

J.P. Morgan Chase in New York seeks a seasoned strategist to own the Freedom cards experience.

You will define and deliver a customer-focused experience strategy for Freedom Flex, Freedom Unlimited, and related portfolios, translating customer insights into end-to-end experiences across digital and human touchpoints. Partner with analytics, marketing, product, design and risk to quantify opportunities, prioritize initiatives, and advocate for growth.

Qualifications

• Experience translating customer insights into end-to-end experiences.
• Background in customer journey design, research, or product management.
• MBA or equivalent in financial services or consumer products.

Responsibilities

• Define and deliver a customer-focused experience strategy for Freedom products.
• Partner with analytics, marketing, product, design and risk to quantify opportunities.
• Prioritize initiatives and advocate for growth across a matrixed organization.
• Influence Card leadership to align with broader bank goals.
• Present ideas with clarity to educate and persuade stakeholders.

Skills

Customer experience strategy

Data analysis

Excel

PowerPoint

Cross-functional collaboration

Stakeholder management

Presentation skills

Education

MBA or equivalent experience

Tools

Excel

PowerPoint

Job description

The Freedom product team is responsible for managing the Freedom Flex, Freedom Unlimited, Freedom Rise and legacy Freedom card portfolios, Chase’s flagship, proprietary cash back product. In this role, you role will define and deliver a customer-focused experience strategy for Chase Freedom customers. Using your understanding of the needs of the customer segment, you will dive into the end to end experience for Freedom customers, identifying opportunities to advocate for our customers and their specific needs whether in digital or human-involved experiences.

As the part of the portfolio strategy team for Freedom products, you will be responsible to partner across the organization to influence and inform experiences for the segment. The relationships you build and develop with a broad variety of teams across our marketing, servicing, agile product, risk management, etc. organizations will be key to success. Using your data analysis skills, strategy experience, customer mindset, and customer insights, you will quantify opportunities and work across the team and with partners to define solutions for our customers and advocate for smart, profitable, and growth-oriented experiences. Strategy in hand, you will collaborate to bring together teams to implement and align with Card leadership to our broader Bank goals and mission.

To be successful, you are an accomplished strategist and understand customer experience mapping, customer-focused design, are good with data and analytics, and have a background in the credit card industry. You are just as capable with product strategy as P&Ls and truly understand the industry, segment customers, and card economics. You have experience in consulting roles or product development teams. You are as capable in Excel as PowerPoint and know how data and information become a compelling storyline.

Job Responsibilities:

• Provide strategic thought to develop and prioritize the most critical initiatives to grow top of wallet behaviors, mitigate spend attrition and drive commerce to Chase
• Partner with analytics, marketing, product, design and finance teams to evaluate investments to our customer base and understand and articulate potential benefits
• Effectively collaborate with cross-functional teams to develop new customer engagement experiences
• Navigate a highly-matrixed organization, influence partners, build consensus, and work across various functional departments (e.g., design, agile products)
• Act as a thought leader, presenting and discussing ideas with intent to persuade, educate, and enhance understanding of the segment across all levels of the organization

Required qualifications, capabilities, and skills:

• Focus on driving quantifiable business results, returns for shareholders, and value for customers
• Focus on the customer and the job our products and services need to perform to address the needs of segment
• Prior experience in customer experience, servicing, product management, or customer journey design roles
• Partner effectively and conscientiously by leading through strong collaboration
• Experienced in helping design research or data studies, reading beyond the data, understanding customer drivers and needs, experimentation and learning agendas
• Pushes boundaries of “what could be” to innovate and serve our customers’ needs
• MBA or equivalent experience in a financial services or consumer product organization

Preferred qualifications, capabilities, and skills:

• Proven ability to take initiative, influence others, and achieve results without direct supervision over resources
• Develops strong partnerships; recognized as a team player
• Strong analytical, problem solving and planning skills with an excellent ability to manage multiple initiatives simultaneously and experience with data queries
• Excellent written and verbal presentation skills including proficiency in Microsoft Excel and PowerPoint
• Customer-centered design experience with a focus on identifying needs and fulfillment of value propositions

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.

Lead Freedom cards experience strategy, using analytics and cross-functional partnership to grow spend, engagement, and loyalty.