Vice President, Client Engagement

J.P. Morgan; New York (NY); On-site; USD 250,000 - 350,000; Full time

Job summary

Chase is seeking a Vice President of Client Engagement to lead the onboarding and engagement experience for ultra-high-net-worth clients within the VWT by Chase Travel team. You will partner with business development, client service, and operations to design scalable programs and engrain a high-touch service model.

You will drive analytics, establish KPIs, and build a capable team that delivers exceptional client satisfaction and long-term value.

Qualifications

• 10 years of experience in client engagement, client experience, customer success, or related fields.
• Experience with ultra-high-net-worth clients and executive stakeholders.
• Proven success scaling onboarding, client experience, or customer success programs.
• Strong analytical capabilities and data-driven decision making.
• Experience leading cross-functional initiatives and influencing senior leaders.
• Deep understanding of CRM platforms and client engagement systems.
• Exceptional executive presence and communication.
• Highly organized with ability to balance strategy and operations.

Responsibilities

• Lead end-to-end onboarding and engagement for ultra-high-net-worth clients.
• Act as senior relationship leader for high-profile introductions and cross-team handoffs.
• Design and implement client engagement strategy across lifecycle stages.
• Collaborate with business development to optimize onboarding and conversion.
• Own client pipeline visibility and monitor KPIs and satisfaction metrics.
• Establish dashboards and reporting for executive leadership.
• Evaluate and optimize CRM and automation solutions.
• Build scalable workflows and service standards for growth.
• Oversee client recognition and gifting programs.
• Mentor and lead a high-performing client engagement team.
• Serve as trusted advisor across sales, service, operations, marketing and tech.

Skills

Client engagement

Relationship management

Executive stakeholder management

Data-driven decisions

Cross-functional leadership

Strategic thinking

Operational excellence

Team leadership

Communication skills

CRM platforms

Tools

CRM platforms

Workflow tools

Reporting technologies

Job description

If you're passionate about delivering exceptional client experiences and building the systems that make them scale, this is your opportunity to shape how a world-class travel brand welcomes and retains its most valued clients. You'll lead a high-visibility function at the intersection of relationship management, operational excellence, and strategic growth — with direct impact on client satisfaction and long-term value.

As a Vice President of Client Engagement in the VWT by Chase Travel team, you will own the end-to-end client onboarding and engagement experience for ultra-high-net-worth individuals and families. You will serve as a strategic bridge across business development, client service, operations, and executive leadership — designing scalable programs, establishing meaningful engagement touchpoints, and using data to continuously improve conversion, retention, and client satisfaction.

Job responsibilities

• Own and continuously enhance the end-to-end onboarding experience for all new clients, ensuring every interaction reflects our service philosophy and brand standards
• Serve as a senior relationship leader for high-profile and complex client introductions, overseeing seamless handoffs to servicing teams
• Design and execute the client engagement strategy across key stages of the client lifecycle, including proactive touchpoint programs that strengthen relationships and drive advocacy
• Partner with business development leaders to optimize lead conversion and onboarding effectiveness
• Own visibility into the new-client pipeline from intake through successful onboarding, monitoring conversion rates, timelines, and satisfaction metrics
• Establish KPIs, dashboards, and reporting frameworks that deliver actionable insights to executive leadership
• Evaluate, implement, and optimize technology solutions that enhance the onboarding and engagement experience, including CRM utilization and automation
• Build scalable workflows, operating procedures, and service standards that support future growth while maintaining a high-touch client experience
• Oversee client recognition and gifting programs that reinforce long-term relationships
• Build, mentor, and lead a high-performing client engagement team, fostering a culture of accountability, innovation, and operational excellence
• Act as a trusted advisor and escalation point for complex client situations, collaborating across sales, service, operations, marketing, and technology teams

Required qualifications, capabilities, and skills

• 10 years of experience in client engagement, client experience, customer success, relationship management, hospitality, wealth management, luxury services, or a related field
• Demonstrated experience working directly with ultra-high-net-worth clients and executive stakeholders
• Proven success building and scaling onboarding, client experience, or customer success programs
• Strong strategic thinking and analytical capabilities with experience using data to drive business decisions
• Experience leading cross-functional initiatives and influencing senior leaders
• Deep understanding of CRM platforms, workflow tools, reporting technologies, and client engagement systems
• Exceptional executive presence, communication, and relationship-building skills
• Highly organized with the ability to balance strategic priorities and day-to-day operational execution

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.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.

Lead ultra-high-net-worth client onboarding and engagement strategy at a premier travel brand.