VP, Customer Journey Strategy & Growth

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 95,000 - 150,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a strategic marketing professional to lead customer journey strategy from awareness through onboarding and deepening within Consumer Bank Marketing.

You will map end-to-end experiences, uncover pain points, and translate insights into data-driven marketing strategies that drive conversion, activation and retention. You will partner with research, analytics, and feedback teams to synthesize insights, shape strategies, and lead funnel health reporting to measure

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 viewto measure conversion effectiveness.

Skills

Data storytelling

Strategic marketing

Cross-functional collaboration

Analytical thinking

Stakeholder influence

Project management

Communication

Customer journey mapping

Ambiguity tolerance

Leadership

Job description

JPMorgan Chase & Co. is seeking a strategic marketing professional to lead customer journey strategy from awareness through onboarding and deepening within Consumer Bank Marketing.

You will map end-to-end experiences, uncover pain points, and translate insights into data-driven marketing strategies that drive conversion, activation and retention. You will partner with research, analytics, and feedback teams to synthesize insights, shape strategies, and lead funnel health reporting to measure