Senior CX Lead, Affluent Banking

JPMorgan Chase & Co.; New York (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

JPMorgan Chase & Co. in New York seeks an experienced Client Experience Senior Associate within the Affluent Banking team to lead CX processes for the affluent segment and collaborate with Product, Branch, and Operations to represent the voice of the client and banker.

The role focuses on solving high-impact pain points, improving client journeys, and delivering an exceptional client experience through strategic thinking, analytics, and strong stakeholder engagement.

Qualifications

• 3+ years of financial services product, process, CX, or project management experience; banking experience.
• Strong project management, analytic, problem-solving, and time management skills.
• Strong communication and interpersonal skills; ability to speak to large groups and build relationships.
• Strategic thinker with a relentless focus on the customer experience.
• Ability to collaborate across a matrixed organization and embrace change.
• Ability to lead multi-stakeholder projects end-to-end.
• Bachelor's degree or equivalent experience.

Responsibilities

• Represent the affluent client and banker experience in shared forums as a trusted partner with Product Owners, Operations, and field teams.
• Manage the Banker feedback process, respond promptly, and share themes across teams.
• Develop CX processes to distill insights from client and employee feedback channels.
• Synthesize feedback into actionable strategies and recommendations with a competitive lens.
• Work across functions to support improvements in key client journeys for seamless experiences.
• Support day-to-day CX management, including preparing business reports, CX highlights, and presentations.

Skills

Project management

Analytics

Problem solving

Time management

Communication

Interpersonal skills

Strategic thinking

Collaboration

Leadership

Education

Bachelor's degree or equivalent experience

Job description

JPMorgan Chase & Co. in New York seeks an experienced Client Experience Senior Associate within the Affluent Banking team to lead CX processes for the affluent segment and collaborate with Product, Branch, and Operations to represent the voice of the client and banker.

The role focuses on solving high-impact pain points, improving client journeys, and delivering an exceptional client experience through strategic thinking, analytics, and strong stakeholder engagement.