Affluent Customer Experience, Senior Associate

Job Description

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. This is a unique opportunity to manage and maintain relationships with clients by earning trust, thoroughly understanding client needs, providing targeted advice, developing thoughtful solutions and delivering an exceptional client experience. 

As a Client Experience Senior Associate in the Affluent Banking team, you will lead CX processes and execution for the Affluent segment and work closely with product, Branch, and Operations teams to represent the voice of the client and banker, and advocate for an optimal customer experience. This role will support a customer experience framework to identify and solve client high impact pain points, and help improve high friction client journeys. You will work closely with product, Branch, and Operations teams to represent the voice of the client and banker, and advocate for an optimal customer experience.

The Client Experience Senior Associate will leverage and develop a multitude of skills, including strategic thinking, project management, analytics, and communication. You will gain exposure to  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 synthesize voice of the client data into actionable recommendations, manage projects and process improvements, and possess excellent interpersonal skills which foster teamwork and collaboration.

Job Responsibilities:

• Represent the affluent client and banker experience in shared forums as a trusted partner by developing relationships with Product Owners, Operations, and field teams 
• Manage the Banker feedback process, responding to the field in a timely manner and sharing themes across teams. Seek ongoing process improvements.
• Develop customer experience processes 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.
• Work across functions and lines of business to support improvements in key client journeys to drive seamless experiences
• Support day-to-day customer experience management efforts, including preparing business reports, CX highlights, and presentations

Required qualifications, skills, and capabilities:

• 3+ years of financial services product, process, CX, or project management experience; banking experience.
• Strong project management, analytic, problem-solving, and time management skills. Ability to perform well in a deadline-driven, fast-paced environment.
• Strong communication and interpersonal skills; ability to speak comfortably and effectively to large groups, and to cultivate strong relationships
• Strategic thinker with a relentless focus on the customer experience. Personable, proactive learner and listener
• Ability to collaborate across a highly matrixed organization and to embrace change in a rapidly changing environment
• Ability to actively work within a team environment while driving accountability for personal goals. Ability to lead multi-stakeholder projects and workstreams end-to-end
• Bachelor’s degree or equivalent experience

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

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. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our  FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.