Executive Director, Sapphire Customer Experience

JPMorgan Chase & Co.•Wilmington, DE

About The Position

Join our Consumer & Community Banking division, where you'll serve Chase customers with a variety of financial services, including personal banking and credit cards. We lead the U.S. in credit card sales and deposit growth, offering top digital solutions and customer satisfaction. Help us redefine what premium service feels like. In this role, you’ll shape an elevated, modern servicing experience for Sapphire customers across phone, digital, and social channels—turning insights into actions that build loyalty, trust, and advocacy. As a Customer Experience Strategy and Servicing Lead in the Sapphire Servicing team, you will set the end-to-end customer experience vision and translate it into clear service standards, policies, training, and performance routines across phone, digital, and social channels. You will partner with teams across the business to reduce friction, improve resolution, and modernize servicing capabilities that make it easier for customers to get what they need. You’ll build strong feedback loops that convert customer and frontline insights into a prioritized roadmap, and you’ll measure success through meaningful improvements in satisfaction, loyalty, and advocacy.

Requirements

10+ years customer experience or finance experience
Outstanding relationship management and ability to work and influence within a highly matrixed structure
Strong attention to detail and problem solving capabilities; ability to take a strategic idea and manage to market implementation
Strong understanding of customer insights, p&l dynamics, and data analysis to inform product decisions
Excellent written and verbal communication skills across varying seniority levels internally and externally
Bachelor’s degree required
Proactive, strategic, and results driven with the ability to prioritize and manage multiple complex initiatives and deliverables at the same time

Nice To Haves

MBA preferred
credit card experience highly desired

Responsibilities

Define and drive a differentiated Sapphire servicing strategy, including servicing ethos, voice, and culture
Build the phone channel strategy (CSP vs. CSR), improve queue performance, and establish closed-loop feedback mechanisms
Set servicing policies/procedures for affluent clients, including agent entitlements and consistent premium standards
Own the State of the Customer Experience: NPS, complaints, product-level analysis, and insight-driven backlog prioritization
Lead customer listening across channels (including social listening), driving timely resolution and engagement
Partner with Travel and cross-functional teams to deliver the Sapphire servicing roadmap, including POS/disputes and instant-resolution capabilities, plus uplifted digital journeys

Benefits

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume