Product Owner - Journey Orchestration Transformation

Job Description
We are looking for a driven and enthusiastic team member to deliver a breakthrough personalization and journey orchestration roadmap across Card Marketing. The candidate will take an innovative approach to developing a strategy for how we:

• Deliver personalization at scale
• Enable personalization through agentic assembly
• Empower the marketer to own the customer journey

As a Marketing Transformation Product Owner on the Journey Orchestration team, you will sit at the intersection of technology, marketing, design, data, and controls-directly impacting our ability to deliver compelling and effective customer-first experiences across all channels. You will have a "blank sheet of paper" to design the future, but you must be able to bring together the right people to do the discovery, define the business requirements, processes, technology, and governance to deliver.
A successful candidate will:

• Define the Vision: Develop and articulate a clear product vision and strategy for Personalization, aligning it with overall business objectives and marketing goals
• Be the Voice of the Marketer: Deeply understand the needs of our customers, marketing strategy, activation, and service teams through discovery, and data analysis. Translate these needs into actionable product requirements for real-time decisioning and personalized experiences
• Own the Product Roadmap: Create, prioritize, and maintain a robust product backlog ensuring features and enhancements are aligned with the product roadmap and deliver maximum business value

You will collaborate with a team of marketing transformation product owners to develop and deliver a roadmap that radically elevates how we plan, manage, and activate campaigns in the industry's largest marketing execution space. You will partner with our Planning, Campaign Management, and Activation teams; Product; Risk; Data Owners; and Technology to design and build new processes and capabilities across Salesforce and AI-integrated orchestration.
You will be the day-to-day glue that brings teams of people across Card Marketing together to deliver on the strategy objective and the single leader we look to in order to understand progress and barriers through transformation. You must be a player-coach who is unafraid to roll up your sleeves and demonstrate by doing.
You must be able to operate within a highly matrixed organization, effectively influencing and communicating cross-functionally with all levels of management to enable business and financial results. You must be comfortable with ambiguity and be able to create structure where it may not exist. Finally, you must have a track record of leading teams through change and be unafraid to challenge the status quo to reimagine how we do business to deliver a consistent marketing/customer experience.
Responsibilities

• Serve as a thought-leader who drives a strategic, complex, and highly visible personalization program for Card that can also span for use across LOBs
• Be accountable for strategic design and standing up new capabilities and ways of working, including real-time decisioning, journey orchestration, identity and consent, and AI-assisted campaign design
• Lead successful end-to-end execution and delivery of program objectives without precedent (including project conception, planning, requirements gathering, solutioning, governance, and decision-making) based upon targeted business outcomes, dependencies, and stakeholders
• Lead a squad of cross-functional team members to clearly establish a problem statement, opportunity goals, baseline data, measures of success, and business requirements
• Lead ideation sessions across a matrixed group of stakeholders and pull together a single, prioritized solution across a complex program
• Maintain an analytical mindset to understand, develop, and synthesize requirements; risks; and cross-dependencies during roadmap delivery across multiple program workstreams (Salesforce orchestration, AI agentic assistance, data foundation, identity and consent, channel activation, measurement)
• Ensure communication, alignment, and coordination across all stakeholders by creating and facilitating project status and executive summary presentations; communicate effectively with peers, cross-functional team members, and senior stakeholders through compelling, impactful storytelling
• Be a champion for both business and culture transformation, leading with consistency, integrity, and humility

Journey Orchestration Focus

• Define the blueprint for omni-channel journey orchestration across owned and service channels (email, push, in-app, web, direct mail, call center), including handshake patterns to paid media where appropriate.
• Integrate AI for agentic assisted campaign design, planning, and optimization with human-in-the-loop governance, policy controls, and explainability
• Establish personalization standards and guardrails: segmentation, eligibility, next-best-action, content selection, and frequency

Qualifications

• 4-8+ years of related experience (product owner preferred; marketing technology, personalization, CRM, or program management helpful)
• Exceptional communication, facilitation, and storytelling skills; able to influence and align diverse stakeholders across a highly matrixed organization
• Track record of an analytical mindset willing to leave no stone unturned, challenging the status quo, and creating structure in ambiguous spaces to deliver consistent marketing/customer experiences at scale.
• Team focused collaborator that leads with a positive attitude, sense of humor preferred
• Strong understanding of journey orchestration and the personalization lifecycle within a marketing organization, including data intake, identity and consent, decisioning, content selection, activation, and measurement.
• End-to-end program delivery experience-understanding best practices, tools, and processes for complex, cross-functional initiatives, with timely execution
• Familiarity with agile practices and collaboration tools (e.g., Confluence, Jira, Figma, Lucid, Microsoft Teams).
• Familiarity with enterprise journey orchestration and CRM platforms (e.g., Salesforce ecosystem) and experimentation frameworks; experience with AI-assisted campaign tooling and governance preferred.

About Us
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
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.
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.