Vice President of Channel Strategy & Optimization

Define channel roles and "jobs-to-be-done" across customer segments and journey stages, ensuring each channel has a clear purpose and success criteria. Develop and maintain channel playbooks for email, chase.com, branch, and direct mail, including targeting approach, contact principles, message sequencing logic, offer presentation standards, and channel-specific KPIs. Own cross-channel orchestration strategy, including sequencing, frequency guidance, suppression/conflict rules, and "next best channel" recommendations to maximize conversion. Build and govern the channel experimentation framework, covering hypothesis backlog, roadmap prioritization, test design standards, learning agenda, and decision logs. Expand channel presence by identifying and scaling new channels and access points, covering end-to-end considerations including customer experience, journey fit, segment eligibility, offer consistency, operational feasibility, technology dependencies, and financial viability. Partner with Analytics to set measurement standards and ensure insights are available and actionable. Translate performance insights into strategy updates by identifying root causes and recommending playbook changes. Shape experience strategy requirements for digital and branch channels and influence cross-functional stakeholders to align on scalable channel strategies.