Vice President, Cobrand CX Strategy & Insights

JP Morgan Chase Bank; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

JP Morgan Chase in New York seeks an experienced VP to lead co-brand Customer Experience Strategy within the Co-brand Product Strategy team. You will govern programs, translate insights into prioritized improvements, and shape end-to-end journeys.

You will collaborate across diverse teams to align customer data, governance, and measurement with product roadmaps, driving measurable impact and executive-ready recommendations.

Qualifications

• Bachelor’s degree required with 6+ years in CX, product strategy, or related fields.
• Proven track record leading cross-functional programs and governance.
• Ability to synthesize signals into executive recommendations.
• Strong analytics and dashboard literacy for data-driven decisions.

Responsibilities

• Govern the co-brand CX program, including priorities, cadence, standards, and success measures.
• Integrate customer signals to identify key needs and pain points.
• Define frameworks, taxonomy, measurement, and reporting for transparency.
• Partner with enterprise teams to adopt shared CX data and AI-enabled insights tools.
• Translate insights into prioritized opportunities influencing roadmaps.
• Lead governance and executive reviews, surfacing priorities and risks.
• Represent co-brand perspectives in cross-business CX forums to inform priorities.

Skills

Cross-functional leadership

Analytics and dashboards

Executive-level storytelling

Stakeholder management

Product strategy

Ambiguity resilience

Education

Bachelor’s degree

Job description

Lead co-brand customer experience strategy, turning insights into measurable improvements across the customer journey.

You’ll shape how customer opportunities are identified, prioritized, tracked, and measured—then turn those insights into action that improves end-to-end experiences.

As aVice President Customer Experience Strategyin theCo-brand Product Strategy team, you will lead customer experience program governance and connect cross-functional insights to drive prioritized, measurable improvements across the customer lifecycle.

Job responsibilities

• Govern the co-brand customer experience program, including priorities, operating cadence, standards, and success measures
• Integrate customer signals (complaints, Net Promoter Score, satisfaction, call drivers, research, digital behavior, servicing data, and partner insights) to identify key needs and pain points
• Define consistent frameworks, taxonomy, measurement, and reporting to increase transparency and track progress on top opportunities
• Partner with enterprise teams to represent co-brand needs and support adoption of shared customer experience data, measurement, self-service analytics, and artificial intelligence-enabled insights tools
• Translate insights into clear recommendations and prioritized opportunities that influence product roadmaps and partner strategies
• Lead recurring governance and executive reviews, surfacing priorities, progress, dependencies, risks, and decisions needed
• Represent co-brand perspectives in cross-business customer experience forums to ensure customer and partner needs inform broader priorities

Required qualifications, capabilities, and skills

• Bachelor’s degree
• 6+ years of experience in customer experience, product strategy, product management, business strategy, analytics, consulting, or program leadership
• Demonstrated experience leading complex cross-functional programs or portfolios, including governance, prioritization, and measurement
• Ability to synthesize quantitative and qualitative customer signals into clear problem statements and executive-level recommendations
• Strong analytical skills and comfort using dashboards and self-service reporting tools to investigate customer data and identify trends
• Ability to translate customer and business questions into measurement and analytics requirements in partnership with data and analytics teams
• Proven ability to establish operating rhythms, portfolio management routines, and executive reporting that drive ownership and accountability
• Strong stakeholder management skills, with the ability to build alignment across teams and influence senior leaders
• Ability to operate effectively in ambiguity and continuously improve processes, tools, and ways of working
• Experience using artificial intelligence-enabled tools to accelerate insight generation, synthesis, and decision-making

Preferred qualifications, capabilities, and skills

• Experience leading or governing customer experience, voice of customer, customer insights, or journey management programs
• Experience within credit cards, financial services, loyalty, partnerships, or similarly complex ecosystems
• Familiarity with customer data, business intelligence, visualization, voice of customer, and digital analytics platforms
• Strong customer-first mindset with a track record of using evidence to challenge assumptions and drive decisions

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.