Customer Segment Manager jobs in New York

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 and skills

• MBA or relevant graduate degree desired
• prior experience within consumer retail or serving Gen Z