Vice President, Cobrand CX Strategy & Insights

JPMorgan Chase & Co. • New York, NY

4d • $114,000 - $215,000

About The Position

As a Vice President Customer Experience Strategy in the Co-brand Product Strategy team, you will lead customer experience program governance and connect cross-functional insights to drive prioritized, measurable improvements across the customer lifecycle. You’ll shape how customer opportunities are identified, prioritized, tracked, and measured, translating insights into actions that improve end-to-end experiences.

Requirements

• Bachelor’s degree.
• At least 6 years of experience in customer experience, product strategy, product management, business strategy, analytics, consulting, or program leadership.
• Demonstrated experience leading complex cross-functional programs or portfolios, including governance, prioritization, and measurement.
• Ability to synthesize quantitative and qualitative customer signals into clear problem statements and executive-level recommendations.
• Strong analytical skills and comfort using dashboards and self-service reporting tools to investigate customer data and identify trends.
• Ability to translate customer and business questions into measurement and analytics requirements in partnership with data and analytics teams.
• Proven ability to establish operating rhythms, portfolio management routines, and executive reporting that drive ownership and accountability.
• Strong stakeholder management skills, with the ability to build alignment across teams and influence senior leaders.
• Ability to operate effectively in ambiguity and continuously improve processes, tools, and ways of working.
• Experience using artificial intelligence-enabled tools to accelerate insight generation, synthesis, and decision-making.
• Authorization to work for any employer in the United States; immigration sponsorship or takeover of sponsorship is not available.

Nice To Haves

• Experience leading or governing customer experience, voice of customer, customer insights, or journey management programs.
• Experience within credit cards, financial services, loyalty, partnerships, or similarly complex ecosystems.
• Familiarity with customer data, business intelligence, visualization, voice of customer, and digital analytics platforms.
• Strong customer-first mindset with a track record of using evidence to challenge assumptions and drive decisions.

Responsibilities

• Govern the co-brand customer experience program, including priorities, operating cadence, standards, and success measures.
• Integrate customer signals—including complaints, Net Promoter Score, satisfaction, call drivers, research, digital behavior, servicing data, and partner insights—to identify key needs and pain points.
• Define consistent frameworks, taxonomy, measurement, and reporting to increase transparency and track progress on top opportunities.
• Partner with enterprise teams to represent co-brand needs and support adoption of shared customer experience data, measurement, self-service analytics, and artificial intelligence-enabled insights tools.
• Translate insights into clear recommendations and prioritized opportunities that influence product roadmaps and partner strategies.
• Lead recurring governance and executive reviews, surfacing priorities, progress, dependencies, risks, and decisions needed.
• Represent co-brand perspectives in cross-business customer experience forums to ensure customer and partner needs inform broader priorities.

Benefits

• Competitive total rewards package, including 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.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior