Chief Customer Experience Architect – Auto Finance

JPMorgan Chase & Co.; Plano (TX); On-site; USD 150,000 - 200,000; Full time

Job summary

JPMorgan Chase & Co. is seeking an Executive Director for Customer and Client Experience Strategy within Auto. The role involves leading a team dedicated to improving experiences across all customer journeys. You will define future-state visions, build business cases for change, and analyze feedback to enhance service delivery.

The ideal candidate should have over 10 years in customer experience strategy and a strong capability to manage teams in complex environments. Experience in a Fortune 100 organization and understanding of financial services are strongly preferred.

Qualifications

• 10+ years of leadership in consumer and/or commercial businesses.
• Proven ability to build, coach, and retain high-performing teams.
• Experience leveraging AI to synthesize large datasets.

Responsibilities

• Lead and develop a team focused on customer and client experiences.
• Assess current experiences and define future-state vision.
• Analyze feedback to identify root causes and corrective actions.

Skills

Leadership in consumer and commercial businesses

Customer experience strategy expertise

Analytical problem-solving skills

Exceptional communication

Agile mindset

Managing multiple workstreams

Education

BS/BA

Job description

JPMorgan Chase & Co. is seeking an Executive Director for Customer and Client Experience Strategy within Auto. The role involves leading a team dedicated to improving experiences across all customer journeys. You will define future-state visions, build business cases for change, and analyze feedback to enhance service delivery.

The ideal candidate should have over 10 years in customer experience strategy and a strong capability to manage teams in complex environments. Experience in a Fortune 100 organization and understanding of financial services are strongly preferred.