Senior Associate - Portfolio Strategy

The Freedom product team is responsible for managing the Freedom Flex, Freedom Unlimited, Freedom Rise and legacy Freedom card portfolios, Chase’s flagship, proprietary cash back products. In this role, you will define and deliver a customer-focused experience strategy for Chase Freedom customers. Using your understanding of the needs of the customer segment, you will dive into the end to end experience for Freedom customers, identifying opportunities to advocate for our customers and their specific needs whether in digital or human-involved experiences.

As the part of the portfolio strategy team for Freedom products, you will be responsible to partner across the organization to influence and inform customer experiences for the segment. The relationships you build and develop with a broad variety of teams across our marketing, servicing, product, etc. organizations will be key to success. Using your data analysis skills, strategy experience, customer mindset, and customer insights, you will quantify opportunities and work across the team and with partners to define solutions for our customers and advocate for smart, profitable, and growth-oriented experiences. Strategy in hand, you will collaborate to bring together teams to implement and align with Card leadership to our broader Bank goals and mission.

To be successful, you are an accomplished strategist and understand customer experience mapping, customer-focused design, are good with data and analytics, and have a background in the credit card industry. You are just as capable with product strategy as P&Ls and understand the industry, segment customers, and card economics. You have experience in consulting roles or product strategy teams. You are as capable in Excel as PowerPoint and know how data and information become a compelling storyline.

Job responsibilities: 

• Lead the rewards and benefits book of work for the Freedom credit card portfolio
• Provide strategic thought to develop, prioritize, and progress the most critical initiatives focused on Freedom's rewards and benefits program to drive customer engagement and satisfaction
• Analyze customer feedback and insights to identify opportunities for customer experience enhancements 
• Advocate for customer needs across digital and human-assisted touchpoints
• Partner with analytics, finance, product, marketing, and design teams to evaluate opportunities and articulate the value of investing in these initiatives
• Create clear, persuasive narratives that connect customer value to business impact
• Balance customer value, growth, and profitability in decision-making
• Monitor program performance, track key metrics, and report on progress against goals
• Influence and build consensus in a highly matrixed environment to align on strategy and execution
• Align initiatives with card leadership priorities and broader bank goals

Required qualifications, capabilities, and skills: 

• Experience in customer experience, product management, servicing, or journey design
• Ability to influence across teams without direct authority and build strong partnerships
• Comfort with customer-centered design and translating insights into solutions
• Strong communication skills with proficiency in PowerPoint 
• Ability to manage multiple initiatives and prioritize effectively
• Demonstrated focus on quantifiable outcomes for customers and the business
• Strategic mindset with familiarity in card economics and segment dynamics
• Collaborative, inclusive working style with a bias for action

Preferred qualifications, capabilities, and skills:

• Consulting or product strategy experience with proven results
• Analytical skills with the ability to interpret data and derive actionable insights
• Experience with synthesizing complex information into clear stories
• Track record of ideating and launching customer engagement initiatives
• Comfort navigating complex organizations and driving alignment
• Advanced problem-solving and planning skills