VP - Journey and Product Transformation Strategist

As the VP - Journey and Product Transformation Strategist, you will lead the strategic direction and execution of journey transformation initiatives, ensuring alignment with customer needs and business objectives. You will be responsible for developing scalable programs and processes that enhance transparency, accountability, and efficiency across cobrand partnerships.

Job responsibilities

• Strategic Leadership and Executive Communication:
  • Drive the alignment and implementation of the journey framework across Cobrand Partner teams and Product teams to ensure consistency in customer experience.
  • Deliver executive updates and insights to leadership forums regarding plans, progress, blockers, and strategic recommendations.
• Collaboration and Education:
  • Partner closely with Cobrand Partner teams, Product teams, and Card Customer Experience teams to facilitate direct collaboration and knowledge sharing.
  • Work across teams to improve processes and enable better transparency and efficiency in key Cobrand and Card-wide initiatives.
• Scaling Pilot Processes & Enhance Prioritization:
  • Lead efforts to scale pilot processes and learnings across Partner and Product teams, ensuring successful strategies are replicated and optimized across portfolios.
  • Develop and implement processes and tools to identify key initiatives that drive the highest impact on NPS, sales, and cost reduction.
• Measurable Outcomes:
  • Develop and implement journey scorecards to track progress and enhance prioritization needs.
  • Scale reporting practices and tools to enable systematic and automated approaches for performance measurement.
• Executive Communication:
  • Articulate strategic direction and commercial value through executive updates and insights delivered to leadership forums.

Required qualifications, capabilities, and skills

• Extensive Experience: 10+ years of experience in strategy, product management, or related fields, with a strong focus on journey transformation and product innovation within the financial services sector.
• Agile Expertise: Proven expertise in agile product development methodologies and the software delivery lifecycle, with a history of leading agile teams to deliver high-impact projects.
• Analytical Acumen: Strong analytical skills with the ability to interpret complex data sets, identify trends, and translate insights into actionable strategies that enhance customer engagement and business performance.
• Communication Mastery: Exceptional written and verbal communication skills, with a talent for synthesizing complex information into clear, compelling narratives for diverse audiences, including executive leadership.
• Digital Product Development: Proven experience in creating and launching consumer-facing digital products, with a focus on user experience and the ability to manage tight delivery timelines while maintaining high quality.
• Leadership and Collaboration: Demonstrated ability to lead cross-functional teams, fostering a collaborative environment that encourages innovation and drives strategic initiatives in a fast-paced, dynamic setting.
• Educational Background: BA or BS in a relevant field; an advanced degree (MBA or equivalent) is highly preferred, especially with a focus on business strategy, analytics, or a related discipline.

Preferred qualifications, capabilities and skills

• Industry Knowledge: Familiarity with the business services and offerings associated with Chase, including an understanding of the competitive landscape and emerging trends in the cobrand credit card space.
• Entrepreneurial Mindset: A commitment to innovation and a self-motivated approach that thrives in a start-up team environment, with a passion for driving transformative change and delivering exceptional customer experiences.
• Financial Acumen: Experience in developing robust business cases in collaboration with Finance and Analytics partners, demonstrating a strong understanding of financial metrics and their impact on strategic decision-making.
• Technical Proficiency: Familiarity with data visualization tools (e.g., Tableau, Power BI) and analytics platforms, as well as experience with customer relationship management (CRM) systems and digital marketing analytics.
• Change Management: Experience in leading change management initiatives, with the ability to influence stakeholders and drive adoption of new processes and technologies across the organization.
• Customer-Centric Focus: A strong commitment to a customer-first approach, with the ability to empathize with customer needs and translate them into innovative product solutions that enhance overall satisfaction and loyalty.

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