Executive Director, Luxury Client Experience & Concierge Strategy

JP Morgan Chase; New York (NY); On-site; USD 180,000 - 280,000; Full time

Job summary

JPMorgan Chase is seeking an Executive Director, Client Experience Strategy for the High Net Worth Card and Concierge team. You will define how we serve our most valued clients—from phone and digital servicing to exclusive dining, travel, and lifestyle experiences.

You will build and manage premium partner relationships, shape fulfillment models, and ensure interactions reflect a best-in-class standard. You will work closely with banking and wealth partners to connect strategy to execution,

Qualifications

• 10+ years of experience in product strategy, consulting, or client operations with a focus on High Net Worth and concierge offerings.
• Strong understanding of HNW client profiles, journeys, and P&L dynamics to inform servicing and enablement strategies.
• Proven leadership and influencing skills with ability to collaborate across a matrixed environment.
• Demonstrated ability to build teams and attract top talent.

Responsibilities

• Define and drive a differentiated High Net Worth servicing strategy and roadmap across phone and digital journeys.
• Build connectivity between servicing strategy and banking/wealth partners for a seamless client experience.
• Create and evolve the fulfillment, sourcing, and support model across Concierge verticals (dining, events, entertainment, travel).
• Lead partner strategy with sourcing, selection, negotiation, and ongoing management of restaurant, hospitality, entertainment, and lifestyle partners.
• Establish a best-in-class dining ecosystem by identifying trends and developing reservation and access strategies.
• Equip concierge teams to deliver differentiated and consistent client outcomes.
• Collaborate with High Net Worth team and banking/wealth partners on portfolio growth 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 and thought leader for the High Net Worth segment in executive forums.

Skills

Product strategy

Client operations

High Net Worth

Executive leadership

Cross-functional collaboration

Executive communication

Job description

JPMorgan Chase is seeking an Executive Director, Client Experience Strategy for the High Net Worth Card and Concierge team. You will define how we serve our most valued clients—from phone and digital servicing to exclusive dining, travel, and lifestyle experiences.

You will build and manage premium partner relationships, shape fulfillment models, and ensure interactions reflect a best-in-class standard. You will work closely with banking and wealth partners to connect strategy to execution,