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 product.  In this role, you role 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 experiences for the segment.  The relationships you build and develop with a broad variety of teams across our marketing, servicing, agile product, risk management, 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 truly understand the industry, segment customers, and card economics.  You have experience in consulting roles or product development teams. You are as capable in Excel as PowerPoint and know how data and information become a compelling storyline.

Job Responsibilities:

• Provide strategic thought to develop and prioritize the most critical initiatives to grow top of wallet behaviors, mitigate spend attrition and drive commerce to Chase 
• Partner with analytics, marketing, product, design and finance teams to evaluate investments to our customer base and understand and articulate potential benefits  
• Effectively collaborate with cross-functional teams to develop new customer engagement experiences
• Navigate a highly-matrixed organization, influence partners, build consensus, and work across various functional departments (e.g., design, agile products)
• Act as a thought leader, presenting and discussing ideas with intent to persuade, educate, and enhance understanding of the segment across all levels of the organization

Required qualifications, capabilities, and skills:

• Focus on driving quantifiable business results, returns for shareholders, and value for customers
• Focus on the customer and the job our products and services need to perform to address the needs of segment 
• Prior experience in customer experience, servicing, product management, or customer journey design roles
• Partner effectively and conscientiously by leading through strong collaboration
• Experienced in helping design research or data studies, reading beyond the data, understanding customer drivers and needs, experimentation and learning agendas
• Pushes boundaries of “what could be” to innovate and serve our customers’ needs
• MBA or equivalent experience in a financial services or consumer product organization

Preferred qualifications, capabilities, and skills:

• Proven ability to take initiative, influence others, and achieve results without direct supervision over resources
• Develops strong partnerships; recognized as a team player
• Strong analytical, problem solving and planning skills with an excellent ability to manage multiple initiatives simultaneously and experience with data queries
• Excellent written and verbal presentation skills including proficiency in Microsoft Excel and PowerPoint
• Customer-centered design experience with a focus on identifying needs and fulfillment of value propositions