Affluent CX Lead: Elevate Client Experience & Growth

J.P. Morgan; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Chase is seeking a Client Experience Senior Associate for the Affluent Banking team in New York. You will lead CX processes and execution for the Affluent segment, partnering with Product, Branch, and Operations to represent client voice and deliver an optimal experience.

The role focuses on synthesizing client feedback, driving process improvements, and managing cross-functional initiatives to enhance end-to-end journeys and customer satisfaction.

Qualifications

• 3+ years of financial services product, process, CX, or project management experience; banking experience.
• Strong project management, analytic, problem-solving, and time management skills.
• 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.
• 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.
• Bachelor’s degree or equivalent experience.

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.
• 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.

Skills

Project management

Analytic

Communication

Strategic thinking

Collaboration

Leadership

Education

Bachelor’s degree or equivalent experience

Job description

Chase is seeking a Client Experience Senior Associate for the Affluent Banking team in New York. You will lead CX processes and execution for the Affluent segment, partnering with Product, Branch, and Operations to represent client voice and deliver an optimal experience.

The role focuses on synthesizing client feedback, driving process improvements, and managing cross-functional initiatives to enhance end-to-end journeys and customer satisfaction.