Executive Director, Card CX Strategy & Insights

J.P. Morgan; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

JPMorgan Chase in the Card & Connected Commerce division seeks an Executive Director, CX Strategy & Insights to drive enterprise customer experience priorities. You will translate insights into strategic initiatives, lead cross-functional programs across product, digital, operations and risk, and build measurement dashboards to track outcomes.

You will partner with senior leaders to set multi-year roadmaps, prioritize investments, and deliver high impact improvements at scale while maintaining

Qualifications

• Ten or more years of experience in product strategy within a dynamic, fast-paced environment.

Responsibilities

• Set enterprise card CX strategy and multi-year roadmap for priority improvements.
• Identify and quantify customer pain points using VOC, NPS, complaints, journey analytics, and metrics.
• Translate insights into prioritized actions with KPIs, customer outcome targets, and value cases.
• Drive alignment across product, digital, marketing, operations, servicing, contact centers, data/analytics, technology, and risk and controls.
• Lead strategic CX initiatives by partnering with product teams to define solution strategies and governance.
• Build enterprise measurement with scorecards, leading indicators, and dashboards; drive course correction based on results.
• Influence senior leaders through executive storytelling and decision-ready materials.
• Build and lead high-performing teams and scalable operating routines for customer-centric decision-making.

Skills

Executive communication

Storytelling

Governance

Prioritization

Cross-functional leadership

Analytical rigor

Strategy development

Problem solving

Job description

JPMorgan Chase in the Card & Connected Commerce division seeks an Executive Director, CX Strategy & Insights to drive enterprise customer experience priorities. You will translate insights into strategic initiatives, lead cross-functional programs across product, digital, operations and risk, and build measurement dashboards to track outcomes.

You will partner with senior leaders to set multi-year roadmaps, prioritize investments, and deliver high impact improvements at scale while maintaining