Senior Associate, Sapphire Customer Experience
J.P. Morgan
Join the dynamic Chase Sapphire card team where you will drive innovation and execute on credit card product strategy and feature development. You will work alongside Commerce partners in Dining, Travel, and Shopping to define the offers strategy and marketing touchpoints for Sapphire customers. As a Product Strategy, Vice President on the Sapphire team you will build and leverage cross functional relationships to drive meaningful value and experiences for our customers, and effectively deliver and execute on key product initiatives and strategies, with an analytical yet customer-focused lens.
Job Responsibilities:
- Monitor Reddit to identify market sentiment and CX issues, partnering with PR, social media, and operations teams to address customer concerns and misinformation, and managing the overall CX enhancement roadmap
- Own end-to-end benefit change management across Sapphire products ensuring all customer impacts are cared from – partnering with benefits, rewards, legal, compliance etc.
- Analyze customer feedback to drive product and CX improvements.
- Own Sapphire benefit language, marketing claims, and overarching RTBs across products
- Work alongside Commerce partners in Dining, Travel, and Shopping to define the offers strategy and marketing touchpoints for Sapphire customers
- Support development of our benefits strategy through industry awareness and competitive insights, market research studies, and customer segmentation
- Understand P&L and economics of products to inform benefits, features, and pricing
- Deliver on our Sapphire product roadmap and customer experience enhancements
- Develop materials for Business Reviews with executive leadership and other forums by crafting a comprehensive story of the Sapphire strategy
Required Qualifications, Capabilities, and Skills
- 4+ years of industry experience in product strategy or product development in the credit card or payments industry
- Proactive, strategic, and results driven with the ability to prioritize and manage multiple complex initiatives and deliverables at the same time
- Strong relationship management skills
- Strong understanding of customer insights, p&l dynamics, and data analysis to inform product decisions
- Excellent written and verbal communication skills across varying seniority levels internally and externally
- Outstanding relationship management skills and ability to thrive in a highly matrixed Company structure
- Excel in building executive level presentations
- BS degree or equivalent experience required
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
Sapphire Customer Experience expert - passionate about credit cards and improving the CX