Head of High Net Worth Client Experience & Concierge Strategy

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

Benefits offered by this job

Health care coverage

Retirement plan

Equity/incentive potential

Job summary

JPMorgan Chase & Co. seeks an Executive Director of Client Experience Strategy for its High Net Worth Card and Concierge teams.

You will shape strategies across phone, digital servicing, and exclusive dining, travel, and lifestyle experiences, partnering with banking and wealth teams to deliver a differentiated client experience at scale. You will lead premium partner relationships, define fulfillment models, and guide cross-functional teams to ensure client voice informs every decision and

Qualifications

• 10+ years of experience in product strategy, consulting, or client operations with a focus on High Net Worth and/or concierge-driven offerings.
• Strong understanding of HNW client profiles, journeys, and P&L dynamics to inform servicing and enablement strategies.
• Strategic thinker with creativity and attention to detail, coupled with execution excellence.
• Proven leadership and influencing skills in a highly matrixed environment with internal and external stakeholders.
• Demonstrated ability to build strong teams and attract top talent.
• Proactive and results-driven with the ability to manage multiple complex initiatives.

Responsibilities

• Define and drive a differentiated High Net Worth servicing strategy and roadmap across Card, Fraud & Disputes, and Concierge/Travel services.
• Build connectivity with banking and wealth partners to ensure a seamless client experience.
• Create and evolve the fulfillment, sourcing, and support model for Concierge verticals (dining, events, travel, lifestyle) at scale.
• Lead dining and concierge partner strategy, including sourcing, selection, negotiation, and ongoing management.
• Establish a best-in-class dining ecosystem with emerging trends and premium partner relationships.
• Equip concierge teams to deliver differentiated client outcomes.
• Partner with High Net Worth, operations, wealth, and travel teams to enable growth and engagement strategies.
• Develop a client listening framework and feedback mechanisms to analyze experience drivers and iterate strategy.
• Serve as a client advocate and thought leader for the HNW segment across strategies, communications, and events.
• Communicate the strategic vision and performance results to executives in forums.

Skills

Executive leadership

Strategy development

Cross-functional collaboration

Client experience

Partnership management

Executive communication

Job description

JPMorgan Chase & Co. seeks an Executive Director of Client Experience Strategy for its High Net Worth Card and Concierge teams.

You will shape strategies across phone, digital servicing, and exclusive dining, travel, and lifestyle experiences, partnering with banking and wealth teams to deliver a differentiated client experience at scale. You will lead premium partner relationships, define fulfillment models, and guide cross-functional teams to ensure client voice informs every decision and