Senior Product Manager - Starter Customer Segment

Chase’s Growth Financial Products (GFP) organization focuses on serving priority growth customer segments by enhancing Chase’s value propositions, deepening One Chase relationships, and improving the end-to-end customer experience to help grow the business and drive satisfaction & retention. GFP’s cultural values include: 1) Be customer obsessed, 2) Build end-to-end collaboration & partnership, 3) Embrace a start-up culture, 4) Drive for results and 5) Foster an equitable, diverse workplace.

As a Senior Product Manager for the Starter customer segment (serving 18-24 year olds) you will own 1 of 3 objectives & key results (OKR): Deepening as a Primary Financial Partner, which includes our effort to drive greater long-term value of a customer through digital and product engagement and cross-LOB deepening (e.g., credit card, investing). You will be responsible for both delivering near-term annual results and building the strategy and foundational progress toward multi-year targets for our business serving millions of customers age 18-24 across the US.  This role will require you to build a deep understanding of customer needs and behaviors as well as influence and collaboration to drive outcomes across various functions, including strategy, finance & analytics, digital product & design, customer experience, marketing, and field support, amongst others. 

 

Job Responsibilities:

• Partner on delivering a roadmap of initiatives to promote credit education and confidence for new-to-credit customers, driving enrollment and engagement in Credit Journey and enhanced new-to-credit CX
• Facilitate collaboration Credit and Consumer Bank Marketing, Digital Product, & Field partners to drive cross-LOB deepening with existing (and new) customers; monitor card portfolio metrics and impacts of recent initiatives on behalf of Starter business
• Drive progress toward unlocking future OneChase marketing initiatives to grow consideration and relevance for Chase by Starters, yielding increased multi-product digital account opening 
• Pursue opportunities to optimize mobile CX & increase engagement with key digital experiences most used by Starters (e.g., alerts, Zelle, Chase Digital Assistant, financial tools)
• Support near- and long-term product & go-to-market strategies to address the needs of and drive growth with Starters
• Define and pursue strategies to deepen with starters into other Chase products & experiences (e.g., investments, auto)
• Harness the latest research on drivers of financial wellbeing to inform best-in-class design & omni-channel experiences that set young people on the path to financial independence; identify opportunities and shaping design research to understand and meet unique customer needs
• Participate in design & delivery of future offerings & broader segment value propositions across Chase, including digital products, features & benefits to sustain competitive differentiation 
• Improve how the segment team and partners operate by enhancing processes & systems and supporting team initiatives (e.g., onboarding, rotational talent) 
• Distill actionable insight from quantitative, qualitative, market, customer, and competitor analyses, synthesizing into practical, implementable strategies and tactics; Designing and delivering crisp, compelling insights often via PowerPoint slides
• Adhere to risk & controls rules, policies, and regulations associated with product, pricing, risk & customer mgmt.; Remain committed to controls, compliance & overall business safety & soundness

 

Required Qualifications capabilities and skills

• 6+ years of experience within financial services business or in a digital, product, strategy, or consulting role with exposure to rigorous and large-scale program and product management 
• Strategic & analytical thinker with a passion for creativity and innovation as well as ability to have relentless focus on details and process
• Passion for driving impact by helping young adults on their journey toward greater independence
• Ability to work across functions and influence and collaborate across a highly matrixed organization
• Manage multiple initiatives in a fast-paced environment with multiple stakeholders; Navigate issues and ambiguity; Anticipate and proactively address senior management concerns 
• Strong communication (written & oral), storytelling & presentation skills; experience collaborating with & leading various teams and influencing stakeholders
• Strong customer-centric mindset; understanding of customer engagement & end-to-end experience
• Bachelor’s degree or equivalent experience required

 

Preferred Qualifications Capabilities