Executive Director, Customer Experience Governance

Customer Experience Governance Executive Director

The Customer Experience Governance team within Card and Connected Commerce sets the enterprise CX vision and turns into action-establishing clear standards, aligning teams around what "great" looks like, and ensuring every interaction is consistent, high-quality, and on-brand across every journey and channel.

As a Customer Experience Governance Executive Director in the Card and Connected Commerce team, you will set the strategic direction for customer experience governance and champion the development of enterprise-wide standards. You will collaborate with partners across the organization to ensure every customer interaction is consistent, high-quality, and aligned with our business goals. Your leadership will drive measurable business impact, elevate customer satisfaction, and position us as a leader in customer experience. Together, we will foster a culture of continuous improvement and innovation.

Job Responsibilities:

• Define and communicate a compelling customer experience governance strategy that aligns with business objectives.
• Oversee the review and approval of all customer-facing communications for clarity and consistency.
• Evaluate projects to ensure UX/UI consistency and adherence to customer experience principles.
• Develop and institutionalize comprehensive standards for UX/UI, communications, and feedback mechanisms.
• Build strong partnerships with Product, Design, Technology, Operations, and Analytics teams.
• Govern the end-to-end lifecycle of customer communications to reinforce brand value and support growth.
• Implement advanced measurement frameworks linking CX performance to business outcomes.
• Build robust governance structures, forums, and controls for disciplined CX strategy execution.
• Foster a culture of continuous improvement, learning, and innovation in customer experience delivery.
• Act as the central authority and thought leader for all CX governance matters.
• Identify and promote emerging trends and best practices in customer experience.

Required qualifications, capabilities, and skills:

• 10+ years of progressive leadership in customer experience, UX/UI, or product roles.
• Expertise in experience design, content strategy, and customer journey orchestration.
• Proven success building and scaling governance frameworks for customer experience.
• Ability to influence executive leadership and drive cross-functional alignment.
• Advanced analytical skills in CX measurement and connecting insights to strategy.
• Exceptional executive communication and stakeholder management skills.
• Experience in consulting on customer experience, digital transformation, or governance.
• Demonstrated ability to lead change across diverse stakeholder groups.
• Strong track record of delivering measurable business impact through CX initiatives.
• Commitment to fostering a culture of continuous improvement and innovation.
• Ability to identify and implement best practices across organizations or industries.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

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

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. The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.