Executive Director, CX Strategy & Insights

JPMorgan Chase & Co.; New York (NY); On-site; USD 180,000 - 280,000; Full time

Job summary

JPMorgan Chase & Co. in New York seeks an executive director CX strategy insights within Card and Connected Commerce to lead the enterprise customer experience agenda by identifying high-impact pain points, translating insights into strategic priorities, and driving cross-functional initiatives that improve outcomes.

You will serve as a connector across product, marketing, operations, digital, analytics, technology, and risk and controls to ensure investments are prioritized, governed, and

Qualifications

• Ten+ years in product or CX strategy within large, dynamic organizations.
• Experience in governance, prioritization, and operating model design.
• Exceptional executive communication and storytelling skills.

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, NPS, complaints, journey analytics, and operational metrics.
• Translate insights into prioritized actions with measurable KPIs and value cases.
• Drive alignment by convening cross-functional forums across product, digital, marketing, operations, servicing, and risk.
• Lead strategic CX initiatives by partnering with product teams to define solution strategies and governance.
• Build enterprise measurement through scorecards, leading indicators, and dashboards, driving course corrections.
• Influence senior leaders through executive storytelling and decision-ready materials.

Skills

Strategic leadership

CX strategy

Cross-functional

Executive storytelling

Analytics-driven

Governance

Problem solving

Job description

JPMorgan Chase & Co. in New York seeks an executive director CX strategy insights within Card and Connected Commerce to lead the enterprise customer experience agenda by identifying high-impact pain points, translating insights into strategic priorities, and driving cross-functional initiatives that improve outcomes.

You will serve as a connector across product, marketing, operations, digital, analytics, technology, and risk and controls to ensure investments are prioritized, governed, and