Vice President, High Net Worth Card Customer Experience

Job Description

We are looking for smart, dynamic talent to join the High Net Worth (HNW) Card Product Strategy team, focusing on driving growth and delivering on the product vision for our HNW client segment and the J.P. Morgan Reserve card portfolio. The successful candidate for this role must be able to build and leverage cross functional relationships to drive meaningful value and experiences for our clients, and effectively deliver and execute on key product initiatives and strategies, with an analytical yet client-focused lens.

Key Responsibilities:

• Serve as a key leader and champion of ongoing product & client experience optimization across the HNW client segment
• Own end to end customer experience of the HNW Card client, including digital capabilities, servicing strategy, and travel
• Support development of our client experience strategy through industry awareness and competitive insights, market research studies, and customer segmentation and behavior analysis
• Liaise with operations, wealth, and travel partners to analyze client experience drivers and identify enhancements 
• Lead cross functional working teams in order to deliver on our product roadmap and client experience enhancements
• Create rigor around client experience feedback loops and reporting to understand and iterate client strategies and roadmap
• Develop materials for Business Reviews with executive leadership and other forums by crafting a comprehensive story of the HNW customer experience north star & product strategies

Qualifications:

• 8+ years of experience in product strategy, consulting, or client experience in financial services. Credit card or payments industry experience is a plus
• Proactive, strategic, and results driven with the ability to prioritize and manage multiple complex initiatives and deliverables at the same time
• Strong understanding of customer insights, P&L dynamics, and data analysis to inform product decisions 
• Highly focused on the customer, with track record of continually improving the customer experience
• Excellent written and verbal communication skills, with experience synthesizing information into executive level presentations
• Effective in a fast-paced, deadline-oriented environment
• BA degree or equivalent required, MBA preferred
• Customer-obsessed, with experience translating customer insights, P&L dynamics, and data analysis into product strategies
• Experience working with High Net Worth clients and/or in luxury goods & services

Preferred qualifications:

• Customer-obsessed, with experience translating customer insights, P&L dynamics, and data analysis into product strategies
• Experience working with High Net Worth clients and/or in luxury goods & services

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 offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.