Vice President, Card CX Strategic Initiatives and Solutions

JPMorgan Chase & Co.•New York, NY

8d•$128,250 - $205,000

About The Position

The Card CX Insights & Experience team is dedicated to integrating customer intelligence, journey performance, and solution delivery. Our mission is to drive measurable customer experience improvements across the Card & Connected Commerce businesses. We identify, quantify, and resolve customer pain points while steering the organization toward a multi-year, future-state CX vision. This vision is grounded in competitive insights and data-driven strategy. As a VP, Strategic Initiatives and Solutions in the Card CX Insights & Experience team, you will play a pivotal role in shaping and executing the customer experience (CX) strategy for the Card & Connected Commerce businesses. You will lead cross-functional initiatives that address customer pain points, enhance journey performance, and deliver innovative solutions aligned with our future-state CX vision.

Requirements

Bachelor’s degree required
8+ years of progressive experience in customer experience, strategy, analytics, or related fields within financial services, card business, or data-driven industries.
Demonstrated success in strategy consulting, with a track record of driving business transformation and delivering measurable results.
Proven experience leading cross-functional teams and managing complex, multi-stakeholder projects.
Advanced proficiency in analytics, including experience with AI-driven tools, sentiment analysis, journey analytics, and interpreting machine learning results.
Strong data-driven decision-making skills, with the ability to synthesize complex information into actionable insights.
Deep understanding of the card business, financial services, and competitive landscape.
Excellent communication and stakeholder management abilities.
Demonstrated ability to lead special projects and drive innovation.
Strong storytelling and prioritization abilities to drive alignment and engagement.

Nice To Haves

Advanced degree (MBA, MS, or related field) preferred.
Experience with journey mapping, customer intelligence, and solution delivery preferred.

Responsibilities

Embed customer experience (CX) principles into strategy development, roadmap planning, and execution to ensure alignment with organizational goals.
Demonstrate deep knowledge of the card business and financial services, leveraging industry expertise to inform decision-making.
Drive business transformation and deliver measurable results in data-driven environments through effective problem-solving and strategic planning.
Stay current on industry trends and best practices to inform and shape the organization’s future-state vision and competitive positioning.
Apply advanced analytics expertise to extract meaningful insights from diverse data sources, including AI-driven tools, sentiment analysis, and journey analytics.
Influence and engage cross-functional stakeholders through compelling storytelling, clear prioritization, and effective communication.
Accelerate execution and drive operational efficiency by coordinating efforts and removing barriers in a collaborative environment.
Exhibit robust organizational and project management skills, ensuring efficient delivery of initiatives across cross-functional teams.
Monitor, measure, and report on the effectiveness of CX initiatives, using data-driven insights to continuously refine strategies and solutions.
Thrive in ambiguous environments, demonstrating adaptability and a willingness to learn new areas, especially within support functions