Executive Director, Sapphire Customer Experience

Testing Site - JPMC; Wilmington (DE); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

MBA preferred

Credit card experience highly desired

Job summary

JPMorgan Chase seeks a Senior Customer Experience Lead in the Sapphire Servicing team to shape end-to-end customer experience standards for affluent clients across phone, digital, and social channels. You will translate insights into a prioritized roadmap, reducing friction and accelerating satisfaction and loyalty across Chase’s Sapphire servicing.

You will partner with multiple teams to drive enterprise improvements, establish policy, and measure success through a customer-centric lens.

Qualifications

• 10+ years in customer experience or finance.
• Ability to influence within a matrixed organization.
• Strong data analysis and P&L understanding.
• Excellent written and verbal communication across seniority levels.

Responsibilities

• Define and drive a differentiated Sapphire servicing strategy, including servicing ethos, voice, and culture.
• Build the phone channel strategy, improve queue performance, and establish closed-loop feedback mechanisms.
• Set servicing policies/procedures for affluent clients, including agent entitlements and premium standards.
• Own the State of the Customer Experience: NPS, complaints, product-level analysis, and backlog prioritization.
• Lead customer listening across channels (including social listening) for timely resolution and engagement.
• Partner with Travel and cross-functional teams to deliver the Sapphire servicing roadmap and uplifted digital journeys.

Skills

Relationship management

Attention to detail

Strategic thinking

Communication skills

Data analysis

Problem solving

Education

Bachelor’s degree

Job description

Join our Consumer & Community Banking division, where you'll serve Chase customers with a variety of financial services, including personal banking and credit cards. We lead the U.S. in credit card sales and deposit growth, offering top digital solutions and customer satisfaction. Help us redefine what premium service feels like. In this role, you’ll shape an elevated, modern servicing experience for Sapphire customers across phone, digital, and social channels—turning insights into actions that build loyalty, trust, and advocacy.

As a Customer Experience Strategy and Servicing Lead in the Sapphire Servicing team, you will set the end-to-end customer experience vision and translate it into clear service standards, policies, training, and performance routines across phone, digital, and social channels. You will partner with teams across the business to reduce friction, improve resolution, and modernize servicing capabilities that make it easier for customers to get what they need. You’ll build strong feedback loops that convert customer and frontline insights into a prioritized roadmap, and you’ll measure success through meaningful improvements in satisfaction, loyalty, and advocacy.

Job responsibilities

• Define and drive a differentiated Sapphire servicing strategy, including servicing ethos, voice, and culture
• Build the phone channel strategy (CSP vs. CSR), improve queue performance, and establish closed-loop feedback mechanisms
• Set servicing policies/procedures for affluent clients, including agent entitlements and consistent premium standards
• Own the State of the Customer Experience: NPS, complaints, product-level analysis, and insight-driven backlog prioritization
• Lead customer listening across channels (including social listening), driving timely resolution and engagement
• Partner with Travel and cross-functional teams to deliver the Sapphire servicing roadmap, including POS/disputes and instant-resolution capabilities, plus uplifted digital journeys

Required Qualifications, capabilities and skills:

• 10+ years customer experience or finance experience
• Outstanding relationship management and ability to work and influence within a highly matrixed structure
• Strong attention to detail and problem solving capabilities; ability to take a strategic idea and manage to market implementation
• Strong understanding of customer insights, p&l dynamics, and data analysis to inform product decisions
• Excellent written and verbal communication skills across varying seniority levels internally and externally
• Bachelor’s degree required
• Proactive, strategic, and results driven with the ability to prioritize and manage multiple complex initiatives and deliverables at the same time

Preferred qualifications, capabilities and skills:

• MBA preferred
• credit card experience highly desired

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.