Executive Director, Client Experience Strategy
About The Position
As an Executive Director, Client Experience Strategy in the High Net Worth Card and Concierge team, you will define how Chase serves high-net-worth clients across phone and digital servicing, dining, travel, and lifestyle experiences. You will build and manage premium partner relationships, shape the fulfillment model for concierge offerings at scale, and help ensure every interaction meets a differentiated, best-in-class standard. Working with banking and wealth partners, you will connect strategy to execution and bring the client’s voice into decisions. The role’s strategy is intended to influence growth and deepen relationships with high-value clients. Chase is a financial services firm serving households and small businesses with a range of financial products. Its Consumer & Community Banking division serves customers through personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. The company describes a competitive total rewards package, with base salary determined by role, experience, skill set, and location. Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity. Benefits and programs are based on eligibility, and additional compensation and benefits details will be provided during the hiring process. Chase is an equal opportunity employer and provides reasonable accommodations for religious practices and beliefs, and mental health or physical disability needs.
Requirements
- 10+ years of experience in product strategy, consulting, or client operations, focused on High Net Worth and/or concierge-driven offerings.
- Strong understanding of the High Net Worth client profile, client journeys, and P&L dynamics to inform servicing and enablement strategies.
- Strategic thinking, creativity, and innovation balanced with attention to detail and execution.
- Proven leadership and influencing skills, with the ability to collaborate across a highly matrixed environment with internal and external stakeholders.
- Demonstrated ability to build strong teams and attract top talent.
- Proactive, results-driven approach, with the ability to prioritize and manage multiple complex initiatives simultaneously.
- Excellent written and verbal communication skills, including experience synthesizing information into executive-level deliverables.
Responsibilities
- Define and drive a differentiated High Net Worth servicing strategy and roadmap, including servicing ethos, agent entitlements, policies, and capabilities across phone and digital journeys for Card, Fraud & Disputes, and Concierge/Travel servicing.
- Connect servicing strategy with relevant banking and wealth partners to support a seamless client experience.
- Create and evolve fulfillment, sourcing, and support models across concierge verticals, including dining, events, entertainment, travel, and lifestyle services, at scale across Card portfolios.
- Lead dining and concierge partner strategy, including sourcing, selection, negotiation, and ongoing management of restaurant, hospitality, entertainment, and lifestyle partners.
- Develop a best-in-class dining ecosystem by identifying emerging trends, curating premium partner relationships, and developing reservation and access strategies.
- Equip concierge teams to deliver differentiated and consistent client outcomes.
- Partner with the High Net Worth team and banking and wealth partners on portfolio growth and deepening strategies to enable sales, product distribution, and client engagement.
- Develop a client listening framework and feedback mechanisms with operations, wealth, and travel partners to analyze experience drivers and iterate strategy.
- Advocate for High Net Worth clients and influence cross-functional teams on client needs across strategies and touchpoints, including communications and events.
- Communicate the strategic vision, growth roadmap, and performance results to stakeholders and senior leadership in executive forums.
Benefits
- Competitive total rewards package, including base salary.
- Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
- Comprehensive health care coverage.
- On-site health and wellness centers.
- Retirement savings plan.
- Backup childcare.
- Tuition reimbursement.
- Mental health support.
- Financial coaching.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
