Job Description
The Core Card Customer Experience Product team is the center of excellence for Card's digital customer experience, focused on creating lasting and loyal relationships with customers and empowering them to make informed decisions that support their lives and financial goals.
The Early Tenure Onboarding team creates customer experiences that welcome new Chase Credit Card customers, help them confidently set up and begin using their accounts, reinforce the value of their new card, and establish strong digital engagement during the critical early stages of the relationship.
As a Senior Product Associate on the Early Tenure Onboarding team, you will help shape and execute customer-centric onboarding experiences across key early-tenure journeys. We are looking for a product professional with a passion for creating great digital products and customer experiences that improve customer satisfaction and deliver business outcomes. You will support the product roadmap, manage components of the backlog, and translate customer, business, and operational needs into clear requirements and measurable outcomes. The ideal candidate brings strong digital product sense, strategic thinking, analytical skills, curiosity, attention to detail, and the ability to execute day-to-day deliverables while also navigating ambiguity and identifying opportunities in white space.
Job Responsibilities
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Support the development of the Early Tenure Onboarding product strategy and roadmap, with a focus on delivering customer and business value and keeping Chase at the leading edge of digital onboarding capabilities.
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Manage discovery efforts, customer research, journey analysis, market research, and competitive analysis to uncover customer needs, friction points, target segments, and opportunities across the early-tenure experience.
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Own, maintain, and develop components of the product backlog, ensuring requirements and user stories are clearly defined, prioritized, and aligned to the overall roadmap and value proposition.
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Collaborate with design, engineering, research, analytics, marketing, servicing, operations, legal, compliance, risk, and controls partners to deliver new features and optimize existing onboarding experiences.
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Integrate product metrics, data analytics, user experience research, customer feedback, competitive benchmarks, and company goals to inform prioritization and evaluate results.
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Identify and champion opportunities to improve customer confidence, satisfaction, digital activation, engagement, self-service, personalization, and consistency across channels during early tenure.
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Help define and communicate product priorities, customer benefits, business value, delivery impacts, dependencies, and tradeoffs across stakeholder groups.
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Author business requirements, define user stories and acceptance criteria, support agile delivery routines, and coordinate cross-functional execution within an Agile development framework.
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Support end-to-end delivery from discovery and design through testing, launch readiness, production validation, measurement, and future iteration.
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Prepare clear stakeholder updates, recommendations, roadmap materials, and decision points that make complex topics easy to understand and help manage expectations.
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Operate within a risk-based framework by helping identify, assess, and mitigate operational, technology, legal, compliance, privacy, and controls considerations across the product lifecycle.
Required Qualifications, Capabilities, and Skills
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3+ years of product management experience, preferably in credit cards, digital banking, financial services, FinTech, customer onboarding, or another customer-facing digital product environment.
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Strong understanding of the digital product lifecycle, including discovery, ideation, requirements definition, design, delivery, launch, measurement, and iteration.
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Experience supporting product roadmaps, prioritizing backlogs, and translating customer and business needs into clear requirements, user stories, and acceptance criteria.
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Demonstrated experience authoring business requirements and coordinating execution across cross-functional teams within an Agile development framework.
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Digital fluency and experience working with customer-facing digital experiences, particularly across web and/or mobile products, with the ability to collaborate effectively with UX design, research, engineering, analytics, and business partners.
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Strong analytical and data-driven mindset, including the ability to interpret product metrics, customer insights, journey or funnel analysis, and KPIs; identify patterns; and develop practical recommendations.
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Excellent written and oral communication skills, including the ability to clearly communicate product value, priorities, requirements, dependencies, tradeoffs, risks, and recommendations.
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Strong communication, collaboration, and relationship-building skills, with the ability to navigate numerous partners and stakeholders across a complex, highly matrixed organization.
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Curious, adaptable, and comfortable balancing structured execution with ambiguous problems, while demonstrating a growth mindset and a desire to expand a career in product management.
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Detail-oriented and proactive self-starter with experience managing day-to-day project deliverables autonomously, anticipating needs, and proactively identifying next steps.
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Bachelor's degree or equivalent practical experience.
Preferred Qualifications, Capabilities, and Skills
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Experience in consumer credit cards, account opening, onboarding, early-tenure engagement, digital servicing, or customer communications.
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Familiarity with early-tenure customer journeys such as welcoming customers, account setup, digital enrollment, card activation, wallet provisioning, benefit education, first use, and ongoing engagement.
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Experience with personalization or decisioning capabilities, including segmentation, targeting, content rules, next-best-action concepts, governance, and measurement.
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Experience designing, supporting, or evaluating testing and experimentation, and using customer research and iterative delivery to optimize digital experiences and communications.
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Familiarity with customer journey orchestration and cross-channel experiences spanning web, mobile, email, push, secure messaging, and servicing channels.
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Familiarity with Agile and collaboration tools such as Jira Align, Agile Central, and Lucid.
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Experience aligning multiple teams around shared platforms, APIs, reusable components, content capabilities, and scalable operating models in a large organization.
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Demonstrated ability to bring structure to ambiguous problems, develop practical recommendations, and drive alignment across cross-functional partners.
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
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