Sapphire CX Strategy & Servicing Director

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

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.