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 teamsincluding Brand Content Digital and Channel partnersto 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:

• Bachelors degree required

• 47 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