Senior Associate, Strategic Initiatives and Solutions

Job Description

Bring your customer-first mindset to a team that turns insights into real change. You'll partner across functions, learn the business, and help deliver solutions that measurably improve customer journeys.

As a Strategic Initiatives Solutions Associate in the CX Insights and Experience team, you will support cross-functional initiatives that uncover customer friction, improve journey performance, and deliver solutions aligned to our customer experience vision.

• Support the integration of customer experience principles into strategy development, roadmap planning, and execution
• Translate customer insights into clear problem statements, requirements, and actionable solution ideas using a product owner mindset
• Contribute to projects that address business priorities and evolving customer needs
• Build working knowledge of the card and financial services landscape to inform recommendations
• Gather, synthesize, and summarize customer insights using analytics, including AI‑enabled tools, sentiment analysis, and journey analytics
• Monitor and report on initiative outcomes, using data to refine the approach and improve impact
• Partner with cross‑functional teams to support efficient delivery of solutions from concept through implementation
• Communicate findings, trade‑offs, and recommendations clearly to stakeholders
• Navigate ambiguity by staying organized, learning quickly, and adjusting priorities as needed

• Bachelor's degree
• Minimum 5 years of experience in customer experience, strategy, analytics, or a related field within financial services, cards, or a data‑driven industry
• Experience supporting cross‑functional projects in a highly collaborative environment
• Proficiency with analytics and insight generation, including experience with AI‑enabled tools, sentiment analysis, or journey analytics
• Strong problem‑solving skills with attention to detail and follow‑through
• Strong written and verbal communication skills, including comfort engaging stakeholders
• Ability to learn quickly, manage multiple priorities, and adapt to change

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.

About The Team

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.

Equal Opportunity Employer/Disability/Veterans