JPMorganChase
Senior Customer Success Associate - Employee Experience Channels
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Leads omni-channel strategy for employee experience channels, driving adoption, engagement, retention, and measurable impact. Owns digital channel performance, coordinates cross-functional campaigns, develops positioning and value propositions, analyzes performance data, and translates insights into optimization recommendations. Partners with Employee Success, Product, HR, Legal, Technology, Marketing, Communications, and Change Management to deliver cohesive experiences and execute go-to-market initiatives.
As a Senior Customer Success Associate in the Employee Success team, you play a pivotal role in shaping and executing our omni-channel strategy to promote engagement, adoption, and measurable impact across the organization.
Job Responsibilities
- Develop and execute channel strategies that drive product adoption, expansion, retention, and employee engagement.
- Own the end-to-end strategy and performance of digital channels across all employee entry points.
- Ensure a cohesive, consistent omni-channel experience across platforms and touchpoints.
- Partner with Employee Success, Employee Experience Product, HR, Legal, and Technology to deliver coordinated cross-channel experiences.
- Analyze channel and campaign performance data to identify trends, gaps, and opportunities.
- Translate insights into clear, actionable recommendations to improve outcomes.
- Create and refine positioning and value proposition frameworks tailored to target audiences.
- Maintain a channel strategy framework that enables personalization aligned to employee preferences.
- Coordinate messaging and campaign execution with Marketing, Communications, and Change Management.
- Lead go-to-market initiatives (briefing, concept development, and multi-channel campaign rollout).
- Manage and keep current the communications/marketing inventory (materials, templates, assets) and strengthen performance management for ongoing optimization.
Required Qualifications, Capabilities, and Skills
Experience in channel strategy, product marketing, or go-to-market strategy
Demonstrated ability to lead cross-functional initiatives and influence adoption and engagement across multiple channels
Strong analytical skills with experience in data-driven decision making and performance management
Excellent communication, storytelling, and relationship management skills; able to communicate effectively with peers, partners, and senior leaders
Ability to thrive in a fast-paced, matrixed environment with multiple assignments, stringent deadlines, and changing priorities
Preferred Qualifications, Capabilities, and Skills
Team player with the ability to navigate a highly matrixed organization
Bachelor’s degree or equivalent experience in Marketing, Communications, Business
Experience with employee or consumer marketing, and knowledge across communication channels including web, email, video, and print
Experience with omni-channel campaign execution
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.
JPMorganChase London, England Office
25 Bank Street, Canary Wharf, London, United Kingdom, E14 5JP
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