Executive Director, Customer Experience Governance

JPMorgan Chase & Co.•New York, NY

About The Position

The Customer Experience Governance team within Card and Connected Commerce sets the enterprise CX vision and turns into action-establishing clear standards, aligning teams around what “great” looks like, and ensuring every interaction is consistent, high-quality, and on-brand across every journey and channel. As a Customer Experience Governance Executive Director in the Card and Connected Commerce team, you will set the strategic direction for customer experience governance and champion the development of enterprise-wide standards. You will collaborate with partners across the organization to ensure every customer interaction is consistent, high-quality, and aligned with our business goals. Your leadership will drive measurable business impact, elevate customer satisfaction, and position us as a leader in customer experience. Together, we will foster a culture of continuous improvement and innovation.

Requirements

10+ years of progressive leadership in customer experience, UX/UI, or product roles.
Expertise in experience design, content strategy, and customer journey orchestration.
Proven success building and scaling governance frameworks for customer experience.
Ability to influence executive leadership and drive cross-functional alignment.
Advanced analytical skills in CX measurement and connecting insights to strategy.
Exceptional executive communication and stakeholder management skills.
Experience in consulting on customer experience, digital transformation, or governance.
Demonstrated ability to lead change across diverse stakeholder groups.
Strong track record of delivering measurable business impact through CX initiatives.
Commitment to fostering a culture of continuous improvement and innovation.
Ability to identify and implement best practices across organizations or industries.
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time.

Responsibilities

Define and communicate a compelling customer experience governance strategy that aligns with business objectives.
Oversee the review and approval of all customer-facing communications for clarity and consistency.
Evaluate projects to ensure UX/UI consistency and adherence to customer experience principles.
Develop and institutionalize comprehensive standards for UX/UI, communications, and feedback mechanisms.
Build strong partnerships with Product, Design, Technology, Operations, and Analytics teams.
Govern the end-to-end lifecycle of customer communications to reinforce brand value and support growth.
Implement advanced measurement frameworks linking CX performance to business outcomes.
Build robust governance structures, forums, and controls for disciplined CX strategy execution.
Foster a culture of continuous improvement, learning, and innovation in customer experience delivery.
Act as the central authority and thought leader for all CX governance matters.
Identify and promote emerging trends and best practices in customer experience.