Vice President, Affluent Customer Experience Manager

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. It is critical that we create a compelling offering and seamless customer experiences.

As a Customer Experience Manager on 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.

Job 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

 

Required qualifications, skills, and capabilities:

• 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

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.