Senior Associate, Existing Customer Journey & Planning

Job Summary:

Help shape the future of customer marketing by joining the Customer Marketing organization driving engagement, growth, and customer value across the Chase portfolio, including Sapphire, Freedom, Offers, and Travel.

As a Senior Associate, Customer Journey Strategy & Planning, you will play a key role in advancing integrated, customer-centric omnichannel experiences that deepen engagement and build long-term customer value. You will support branded card, Offers, and Travel Marketing teams by developing journey planning frameworks, mapping end-to-end experiences, and enabling alignment across customer touchpoints.

You will partner across Marketing and cross-functional teams—including Brand, Content, Digital, and Channel partners—to connect product, benefit, and channel strategies into coordinated customer experiences. The role focuses on journey mapping, calendar coordination, and playbook and template development to improve consistency and strengthen the overall customer experience.

Job Responsibilities:

• Support customer journey planning, enabling the shift from campaign-based execution to integrated omnichannel experiences

• Build and maintain holistic journey maps that connect campaigns, digital assets, and channels into unified customer experiences

• Develop and manage integrated customer marketing calendars aligned to Card, Offers, and Travel priorities

• Coordinate across Brand, Content, Digital, Channel, and Product Marketing teams to support aligned journey planning 

• Support touchpoint coordination and message sequencing to ensure clear, timely, and relevant communications

• Develop and maintain journey planning frameworks, playbooks, and templates, including messaging standards, dynamic templates, and channel roles

• Support audience-driven messaging and personalization aligned to customer needs and behaviors

• Enable digital and microsite experience frameworks by coordinating how pages connect into a cohesive, navigable structure with consistent navigation and pathways in partnership with Product Marketing and digital teams

• Track and manage journey plans, calendars, and deliverables to ensure alignment and visibility across teams

• Identify opportunities to improve journey consistency, coordination, and overall customer experience

Qualifications, Capabilities, and Skills:

• Bachelor’s degree required

• 4–7 years of experience in customer journey planning, consumer marketing, digital marketing, or related fields

• Experience supporting customer marketing or digital experience strategy a plus

• Strong understanding of customer engagement, messaging, segmentation, and channel orchestration

• Experience working with marketing calendars, playbooks, templates, or planning frameworks

• Ability to coordinate across stakeholders and partners in a matrixed environment

• Strong project management and organizational skills with ability to manage multiple priorities

• Analytical mindset with ability to translate data and insights into planning inputs

• Strong communication and stakeholder management skills

• Detail-oriented, proactive, and comfortable operating in a fast-paced environment

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