Executive Director, HNW Client Experience Strategy

JP Morgan Chase; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

Chase is seeking an Executive Director, Client Experience Strategy for the High Net Worth Card and Concierge team to shape servicing strategy across phone and digital channels, and to integrate dining, travel, and lifestyle experiences for top clients.

You will partner with banking and wealth teams to scale concierge offerings, influence product distribution, and ensure a differentiated, best-in-class client experience for Chase's most valuable customers.

Responsibilities

• Define and drive a differentiated High Net Worth servicing strategy and roadmap, including policies and capabilities for Card, Fraud & Disputes, and Concierge/Travel servicing
• Build connectivity between servicing strategy and banking/wealth partners to ensure a seamless client experience
• Create and evolve the fulfillment, sourcing, and support model across Concierge verticals like dining, events, entertainment, and travel
• Lead dining and concierge partner strategy, including sourcing, negotiation, and ongoing management of partners
• Establish a best-in-class dining ecosystem by identifying trends and developing access strategies
• Equip concierge teams to deliver differentiated client outcomes
• Partner across High Net Worth and wealth teams to enable sales, product distribution, and client engagement
• Develop a client listening framework with operations and travel partners to analyze experience drivers and iterate strategy
• Serve as a client advocate for the High Net Worth segment in executive forums
• Communicate the strategic vision and performance results to senior leadership

Job description

Chase is seeking an Executive Director, Client Experience Strategy for the High Net Worth Card and Concierge team to shape servicing strategy across phone and digital channels, and to integrate dining, travel, and lifestyle experiences for top clients.

You will partner with banking and wealth teams to scale concierge offerings, influence product distribution, and ensure a differentiated, best-in-class client experience for Chase's most valuable customers.