Senior Associate, Card CX Strategic Initiatives and Solutions

Testing Site - JPMC; New York (NY); On-site; USD 90,000 - 140,000; Full time

Job summary

Testing Site - JPMC's CX Insights & Experience team seeks an Associate in Strategic Initiatives and Solutions to support CX strategies for the Card & Connected Commerce businesses. You will collaborate on cross-functional projects that address customer pain points, improve journey performance, and deliver innovative solutions aligned with our CX vision.

Use analytics tools, including AI-driven insights and journey analytics, to gather and synthesize customer data.

Qualifications

• Bachelor’s degree required.
• Minimum 5 years of experience in CX, strategy, analytics, or related fields within financial services, card business, or data-driven industries.
• Experience supporting cross-functional projects and working in collaborative environments.
• Proficiency in analytics, including experience with AI-driven tools, sentiment analysis, or journey analytics.
• Strong problem-solving and organizational skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to learn quickly and adapt to changing priorities.

Responsibilities

• Support the integration of CX principles into strategy development, roadmap planning, and execution.
• Apply a product owner mindset to help translate customer insights into actionable solutions.
• Contribute to special projects that address business challenges and evolving customer needs.
• Develop knowledge of the card business and financial services to inform decision-making.
• Use analytics tools to gather and synthesize customer insights, including AI-driven tools and journey analytics.
• Assist in monitoring and reporting on the effectiveness of CX initiatives, using data to refine strategies.
• Collaborate with cross-functional teams to ensure efficient delivery of solutions.
• Communicate findings and recommendations clearly to stakeholders.
• Adapt to ambiguous environments and demonstrate a willingness to learn new areas.

Skills

Analytical thinking

Communication

Stakeholder engagement

Problem-solving

Education

Bachelor's degree

Tools

AI-driven tools

Sentiment analysis

Journey analytics

Job description

The CX Insights & Experience team integrates customer intelligence, journey performance, and solution delivery to drive measurable improvements across the Card & Connected Commerce businesses. We work across all P&L owners and functional partners to create a unified view of customer friction, competitive positioning, and experience health. We identify, quantify, and resolve customer pain points while guiding the organization toward a future-state CX vision based on competitive insights and data-driven strategy.

As an Associate in Strategic Initiatives and Solutions, you will support the execution of customer experience (CX) strategies for the Card & Connected Commerce businesses. You will collaborate on cross-functional projects that address customer pain points, improve journey performance, and deliver innovative solutions aligned with our CX vision.

Key Responsibilities

• Support the integration of CX principles into strategy development, roadmap planning, and execution.
• Apply a product owner mindset to help translate customer insights into actionable solutions.
• Contribute to special projects that address business challenges and evolving customer needs.
• Develop knowledge of the card business and financial services to inform decision-making.
• Use analytics tools to gather and synthesize customer insights, including AI-driven tools and journey analytics.
• Assist in monitoring and reporting on the effectiveness of CX initiatives, using data to refine strategies.
• Collaborate with cross-functional teams to ensure efficient delivery of solutions.
• Communicate findings and recommendations clearly to stakeholders.
• Adapt to ambiguous environments and demonstrate a willingness to learn new areas.

Qualifications

• Bachelor’s degree required.
• Minimum 5 years of experience in customer experience, strategy, analytics, or related fields within financial services, card business, or data-driven industries.
• Experience supporting cross-functional projects and working in collaborative environments.
• Proficiency in analytics, including experience with AI-driven tools, sentiment analysis, or journey analytics.
• Strong problem-solving and organizational skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to learn quickly and adapt to changing priorities.
• Experience with journey mapping, customer intelligence, or solution delivery is a plus.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.