Executive Director, Elite Client Experience

JP Morgan Chase; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

JP Morgan Chase in New York seeks an Executive Director, Client Experience Strategy for its High Net Worth Card and Concierge teams. You will define how we serve our most valued clients, shaping servicing ecosystems across phone, digital channels, and exclusive dining, travel, and lifestyle experiences.

Collaborate with banking and wealth partners to align strategy with execution, build premium partner networks, and scale concierge offerings.

Qualifications

• 10+ years in product strategy, consulting, or client operations focused on HNW or concierge services.
• Deep understanding of High Net Worth client profiles and journeys.
• Strategic thinker with strong execution and attention to detail.
• Proven leadership and ability to influence across matrixed orgs.
• Experience building and managing premium partner relationships.
• Excellent written and verbal communication for executive deliverables.
• Ability to collaborate with banking and wealth partners to drive portfolio growth.

Responsibilities

• Define and drive a differentiated High Net Worth servicing strategy and roadmap.
• Build relationships with banking and wealth partners to ensure a seamless client experience.
• Evolve the fulfillment, sourcing, and support model for Concierge services.
• Lead dining and concierge partner strategy, including negotiation and management.
• Develop a client listening framework to analyze experience drivers.
• Communicate strategic vision and performance results to executives.

Skills

Client experience

Strategy development

Executive communication

Leadership

Cross-functional collaboration

Partner management

Job description

JP Morgan Chase in New York seeks an Executive Director, Client Experience Strategy for its High Net Worth Card and Concierge teams. You will define how we serve our most valued clients, shaping servicing ecosystems across phone, digital channels, and exclusive dining, travel, and lifestyle experiences.

Collaborate with banking and wealth partners to align strategy with execution, build premium partner networks, and scale concierge offerings.