Vice President, Affluent Customer Experience Manager

JPMorgan Chase & Co.•New York, NY

1d•$104,500 - $195,000

About The Position

The Affluent Banking team is focused on managing the Affluent business and innovating the Private Client program for an increasingly competitive and dynamic customer segment. It is critical that we create a compelling offering and seamless customer experiences. As a Client Experience Senior Associate in the Affluent Banking team, you will lead CX processes and execution for the Affluent segment. The scope of this role includes voice of customer and banker listening posts, metrics reporting and socialization with partners, field engagement, and omnichannel journey transformation. You will own a customer experience framework to identify and solve high impact client pain points, as well as improve key end-to-end journeys including money movement and servicing. You will work closely with product and policy owners, sales, and operations teams to represent the voice of the client and banker, and drive an optimal customer experience. You will leverage and develop a multitude of skills, including strategic thinking, influencing, program management, analytics, and communication. You will gain exposure to senior level leaders and multiple stakeholders across lines of business and functional areas. You will have a relentless focus on the end-to-end customer experience, the ability to influence stakeholders and implement programs and process improvements across the organization. In addition, you will have excellent interpersonal skills which foster teamwork and collaboration.

Requirements

6+ years of financial services product, process, customer experience, or project management experience; banking experience
Superior project management, problem-solving, and time management skills. Ability to perform well in a deadline-driven, fast-paced environment
Exceptional interpersonal skills – ability to cultivate and build strong relationships with colleagues at all levels
Superior communication skills; ability to speak comfortably and effectively to large groups; experience with working and influencing senior stakeholders
Strategic thinker with a relentless focus on the customer experience
Ability to manage and create structure, fully embrace change in a rapidly changing environment
Ability to actively work within a team environment while driving accountability for personal goals
Ability to influence and collaborate across a highly matrixed organization
Ability to lead multi-stakeholder projects and workstreams end-to-end
Independent, personable, proactive learner and listener
Bachelor’s degree or equivalent experience

Responsibilities

Represent Affluent customer experience in cross-functional forums and be a trusted partner by developing relationships with Product Owners, Fraud / Risk, Operations, and field teams across lines of business
Develop a customer experience framework and process to distill insights from quantitative and qualitative client and employee feedback channels
Synthesize client and employee feedback into actionable strategies and tactics. Apply a competitive lens where applicable to develop recommendations.
Employ an end-to-end customer experience approach in order to identify highest impact opportunities, based on key Customer Experience metrics such as NPS and complaints
Work across functions and lines of business to implement improvements in key client journeys such as wires and fraud servicing, to drive seamless experiences
Partner with product and process owners to deliver Customer Experience enhancements, negotiating prioritization across various teams’ roadmaps
Liaising with Legal, Risk, Control and Compliance partners as part of enhancing the customer experience
Work with Data Analytics and Finance to quantify opportunities impacts of Customer Experience enhancements
Leverage influencing and stakeholder management skills to gain buy in on Customer Experience recommendations