Executive Director, Card CX Strategy & Insights

JPMorganChase; New York (NY); On-site; USD 140,000 - 210,000; Full time

Job summary

JPMorgan Chase in the United States is seeking an Executive Director CX Strategy Insights to set the direction for customer experience improvements across card and connected commerce. You will lead enterprise CX agendas, translate insights into strategic priorities, and drive cross-functional initiatives to improve outcomes at scale.

The role requires building governance, scorecards, and dashboards, partnering with product teams, and influencing senior leaders through concise leadership

Qualifications

• Ten+ years of experience in product/ CX strategy in large organizations.
• Experience in customer experience strategy, product strategy, management consulting, or enterprise transformation.
• Ability to align stakeholders in matrixed environments without direct authority.
• Analytical rigor translating VOC, journey metrics into decisions.
• Expertise in governance, prioritization, operating model design.
• Excellent executive communication and storytelling.
• Proven ability to lead cross-functional initiatives end-to-end.
• Experience building high-performing teams and culture of customer-centricity.

Responsibilities

• Set the enterprise card customer experience strategy and multi-year roadmap, including outcomes, sequencing, and execution plan for priority improvements.
• Identify and quantify customer pain points using voice of customer, net promoter score, complaints, journey analytics, behavioral data, operational metrics, and business indicators.
• Translate insights into prioritized actions, including measurable key performance indicators, customer outcome targets, and value cases.
• Drive alignment and execution by convening forums across product, digital, marketing, operations and servicing, contact centers, data and analytics, technology, and risk and controls.
• Lead strategic customer experience initiatives by partnering with product teams to define solution strategies and providing governance to drive accountability and timely delivery.
• Build enterprise measurement by developing scorecards, leading indicators, and dashboards, and driving course-correction based on results.
• Influence senior leaders through executive storytelling, producing decision-ready materials and facilitating discussions to drive decisions and accountability.
• Build and lead high-performing teams and scalable operating routines that institutionalize customer-centric decision-making.

Skills

Customer experience strategy

Product strategy

Management consulting

Enterprise transformation

Executive communication

Stakeholder alignment

Cross-functional leadership

Analytical rigor

Decision-making

Coaching talent

Tools

Artificial intelligence tools

Job description

JPMorgan Chase in the United States is seeking an Executive Director CX Strategy Insights to set the direction for customer experience improvements across card and connected commerce. You will lead enterprise CX agendas, translate insights into strategic priorities, and drive cross-functional initiatives to improve outcomes at scale.

The role requires building governance, scorecards, and dashboards, partnering with product teams, and influencing senior leaders through concise leadership