Design Travel, Vice President - Service Excellence

JPMorgan Chase & Co.•New York, NY

5d•Onsite

About The Position

VWT is seeking a Vice President of Service Excellence to design and lead our ultra‑high‑net‑worth client experience strategy, turning insights into action and instituting rigorous quality controls that redefine luxury service. Based onsite at our headquarters at 231 East 51st Street, this leader will manage high‑performing teams, resolve complex issues, and drive continuous improvement across every client touchpoint. As the Vice President of Service Excellence within our organization, you will lead the client experience strategy, overseeing all client-facing initiatives and ensuring the highest standards of service for ultra-high net worth travel clients. You’ll design rigorous quality controls, turn client insights into action, and drive continuous improvement that delights discerning clients and sets a new benchmark for luxury service. You will be accountable for designing and implementing quality control processes, managing a high-performing team, and driving continuous improvement to exceed client expectations. As the ideal candidate, you will possess exceptional communication and interpersonal skills, enabling them to build strong relationships with internal stakeholders and clients. You will be proactive, detail-oriented, and adept at managing multiple projects simultaneously.

Requirements

College Degree (or equivalent).
Proven experience in client success, luxury travel, or hospitality leadership roles.
Strong background in quality assurance and process improvement.
Exceptional communication, leadership, and problem-solving skills.
Experience with working with luxury/HNW clientele.
Ability to work collaboratively in a team environment.
Excellent attention to details.
Strong people/communication/listening skills to be able to evaluate and execute on client needs/expectations.
Familiarity with CRM software and tools to manage client interactions and data – Ideally Client Base and/or SalesForce.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and presentations.

Nice To Haves

Experience working with ultra high net worth clients.
Travel industry experience.

Responsibilities

Champion customer experience by ensuring every interaction meets high service standards.
Develop and implement quality control processes to monitor and improve service delivery.
Analyze customer feedback and service data to identify trends and areas for improvement.
Collaborate with teams to resolve client issues promptly and effectively.
Train staff on best practices for customer service and quality assurance.
Conduct regular audits of client interactions and service outcomes.
Drive continuous improvement initiatives to enhance customer satisfaction.
Report on quality metrics and customer satisfaction scores to leadership.
Serve as a point of escalation for complex or high-impact client concerns.
Foster a culture of excellence, accountability, and proactive problem-solving across the organization.
Manage advisor teams supporting key growth initiatives.