Digital Operations Collaboration Associate- Customer Experience (CX ) Transformation Team

Job Description

Join a center-led Customer Experience (CX ) transformation team shaping omni-channel experiences by identifying friction, aligning partners, and scaling what works. Bring an interest in communications, analytics and Artificial Intelligence (AL) -enabled ways of working to help accelerate smarter, more seamless customer journeys.

As a Digital Operations Collaboration Associate within the CX transformation team, you will support driving omni-channel initiatives that integrate digital solutions with Consumer & Community Banking (CCB) Operations. You will play a key role in enhancing customer experiences, improving operational efficiencies, and supporting the development of industry-leading customer journeys. Also you will be collaborating with cross-functional teams, tracking key success metrics, and internal communications across the organization.

Job responsibilities

• Assist in developing and executing strategies to integrate digital solutions with CCB Operations, focusing on reducing friction and enhancing customer journeys
• Identify and support AI-enabled use cases (e.g., content drafting/summarization, insight generation, workflow automation) that improve operational effectiveness and stakeholder communications
• Work closely with various teams to identify, prioritize, and operationalize initiatives that drive efficiency and improve customer experience
• Coordinate regular communication updates to key stakeholders and partner teams
• Prepare and deliver executive-level presentations and reports that communicate key insights, project updates, and strategic recommendations to senior leadership
• Track, analyze, and report on key success metrics, providing actionable insights to inform strategic decisions
• Champion a culture of innovation, collaboration, and data-driven decision-making within the team and across partner groups

Required qualifications, capabilities and skills

• 2+ years of experience in digital operations, strategy, marketing, communications, or a related field
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
• Excellent written and verbal communication skills, with experience developing marketing materials and executive presentations
• Proven ability to collaborate effectively in a matrixed organization and manage multiple projects simultaneously
• High attention to detail and organizational skills
• High School Diploma/GED

Preferred qualifications, capabilities, and skills

• Experience in financial services or a similar industry
• Experience supporting or presenting to executive leadership
• Experience leveraging AI tools to improve productivity and quality of deliverables (e.g., Microsoft 365 Copilot; internal assistants; agentic/automation approaches) including prompt writing, iterative refinement, and quality/accuracy checks

About Us

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

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.