Executive Director, Chase Auto Customer and Client Experience Strategy

Executive Director, Customer And Client Experience Strategy

Chase Auto is a leader in auto financing, with over $90 billion in assets and partnerships with more than 75% of U.S. franchised automotive dealers. As part of the JPMorganChase franchise, we serve vehicle manufacturers, auto dealers, and consumers with a comprehensive suite of financial products and servicesfrom retail lending and captive financing to commercial offerings such as floorplan products and treasury services, including deposits, cash management, and payment processing.

As the Executive Director, Customer and Client Experience Strategy within Auto, you will lead a team of program managers and analysts responsible for defining and delivering best-in-class, end-to-end experiences across key journeys, including acquisition, onboarding, servicing, and end-of-term. This leader will establish a clear future-state experience vision, build the business cases required to fund and execute change, and coordinate stakeholders across Product, Operations, Technology, Risk, and other functions to deliver measurable improvements in customer and client outcomes. A significant focus will be on shaping and maturing the commercial client experience.

Job Responsibilities

• Lead, coach, and develop a high-performing team of program managers and analysts; build a culture of customer obsession, disciplined execution, and continuous improvement; operate effectively in a matrix and influence without direct authority.
• Assess current experiences and define a compelling, measurable future-state vision across all touchpoints and channels; set "world-class" standards aligned to strategy and operational realities.
• Own the capture and management of internal and external survey and feedback across consumer and dealer/client experiences; use best practices and benchmarks (e.g., J.D. Power, NPS, CSAT) to drive prioritized actions and measurable improvements.
• Define critical-to-quality requirements to close experience gaps across digital and physical channels (branch, digital, phone); develop fact-based business cases tying experience investments to outcomes (call reduction, time savings, cost savings, relationship deepening).
• Set direction and translate it into actionable, multi-quarter plans aligned to operational targets and enterprise priorities; define success measures and ensure plans are realistic, sequenced, and resourced.
• Analyze feedback, complaints, and operational data to identify root causes and corrective actions; quantify expected impact on CSAT/NPS to guide prioritization and investment.
• Build and maintain a roadmap across the full lifecycle; define listening points, interventions, and measurement at key journey moments to sustain performance and accountability.
• Partner cross-functionally for end-to-end accountability from concept through delivery; provide insights to Chase line-of-business and Auto leadership to improve experience, optimize cost to serve, and strengthen relationships.
• Influence prioritization so experience work is reflected in backlogs, plans, and delivery commitments across Product, Business, Operations, and Technology; align on sequencing, dependencies, and trade-offs to maximize enterprise value.
• Establish tracking for leading and lagging indicators, KPIs/KRIs, incorporating qualitative feedback and complaint trends; deliver executive-ready reporting and support regulatory/risk inquiries with documentation, metrics, and controls-oriented narratives.

Required Qualifications, Capabilities, and Skills

• 10+ years of leadership in consumer and/or commercial businesses, with demonstrated customer experience strategy and implementation expertise.
• Proven ability to build, coach, and retain high-performing teams in a complex, matrixed environment.
• Strong analytical, structured problem-solving skills; able to identify root causes and drive corrective actions across complex systems and processes.
• Exceptional communicator; can tailor complex content for audiences ranging from front-line teams to the C-suite.
• Demonstrated customer obsession, intellectual curiosity, and initiative to address difficult topics directly and constructively.
• Agile mindset with sustained focus on improving customer and employee experience.
• Strong capability managing multiple end-to-end workstreams in a fast-paced environment.
• Experience leveraging AI to aggregate, synthesize, and triage large volumes of unstructured data, and align insights to experience taxonomies and subprocesses.
• BS/BA.

Preferred Qualifications, Capabilities, and Skills

• Experience in a Fortune 100 organization and/or a highly recognized customer-centric brand.
• Strong understanding of business drivers and how experience improvements translate to growth, retention, and cost-to-serve outcomes.
• Digital fluency; ability to synthesize large datasets into a clear, decision-ready narrative.
• Experience operating with strong business-controls discipline in a regulated environment.
• Financial services experience preferred; auto industry experience (consumer and/or commercial) strongly valued.

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.