CX Product Strategist- Senior Associate

Help improve end-to-end experiences for cobrand card customers by turning real customer signals into clear opportunities for growth. You will blend analytical rigor with strong storytelling to influence decisions and outcomes. Your work will directly support better conversion, engagement, and retention.

Job Description:
The Cobrand Product organization is dedicated to understanding and improving end-to-end customer experiences for Cobrand Card Products by turning customer pain points, market signals, and data points into meaningful opportunities for growth. We are seeking a strategist that blends analytical rigor with strategic narrative development. This role will play a critical part in uncovering actionable insights, translating them into data-driven product strategies, and working with product leaders to shape solutions that drive conversion, engagement, and retention.
As aCX Strategist on the Cobrand Product Strategy team, you will analyze end-to-end customer experiences to identify pain points, and surface opportunities to improve. You will partner with research, analytics, and voice of customer teams to leverage data, insights, and AI-enabled tools to deepen customer understanding and shape strategies that drive meaningful movement on key business objectives. This includes, but is not limited to,marketing, servicing and digital experience touchpoints across Chase and engagement with our Cobrand partners.

Job Responsibilities:

• Manage the end-to-end lifecycle of customer experience issues, from intake and validation through prioritization, solution linkage, progress tracking, impact measurement, and closure.
• Maintain issue and problem statement records with defined required fields, consistent taxonomy, version control, and clear ownership.
• Synthesize customer complaints, customer satisfaction signals, call drivers, research findings, digital behavior, servicing insights, and partner inputs into concise evidence summaries and opportunity sizing.
• Partner with product owners to translate insights into clear recommendations and business narratives that inform product strategy and prioritization.
• Run a recurring review cadence focused on decisions, blocked items, ownership gaps, overdue actions, and changes in priority.
• Partner with analytics and product teams to set baselines and define post-launch measurement plans before solutions are implemented.
• Identify recurring or systemic themes across the issue catalog and surface opportunities for coordinated action while preserving partner-specific context.

Required qualifications, capabilities, and skills:

• Bachelor’s degree.
• 5+ years of relevant experience in product operations, portfolio management, customer experience, business strategy, product management, or a related field.
• Demonstrated ability to manage a structured portfolio, backlog, issue log, program tracker, or similar source of truth.
• Strong attention to detail and ability to maintain accurate records across multiple work streams and stakeholders.
• Ability to translate varied customer and business inputs into concise problem statements, evidence summaries, and decision-ready materials.
• Ability to define practical success measures and partner with analytics teams to evaluate outcomes.
• Strong written and verbal communication, follow-through, and stakeholder coordination skills.
• Strong analytical, problem-solving, and strategic planning skills.
• Advanced proficiency with PowerPoint, Excel, SharePoint, Figma, and collaboration tools, including artificial intelligence enabled tools.

Preferred qualifications, capabilities, and skills:

• Ability to balance strategic, big-picture thinking with detailed analysis.
• Ability to work independently, build relationships across levels, and deliver projects end-to-end.
• Customer-first mindset with strong empathy and curiosity.
• Proficient knowledge of the product development life cycle and familiarity with automation and artificial intelligence concepts in product innovation.
• Exposure to data analytics platforms (for example, digital analytics or business intelligence tools).

• Applicants must be authorized to work for any employer in the United States.
• 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.