Senior Associate, Sapphire Customer Experience

We are seeking a proactive and strategic professional to join the Sapphire team, focused on enhancing Customer Experience (CX) through cross-functional collaboration and data-driven insights.

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 pro...