Vice President, Cobrand CX Strategy & Insights

JP Morgan Chase; New York (NY); Sur place; USD 180 000 - 240 000; Plein temps

Résumé du poste

JP Morgan Chase is seeking a Vice President of Customer Experience Strategy for the Co-brand Product Strategy team in New York. You will lead governance for the customer experience program, turning signals into prioritized opportunities and measurable improvements across the lifecycle.

You will synthesize customer data, define frameworks, and partner with enterprise teams to drive adoption of analytics and AI-enabled insights.

Qualifications

• Bachelor's degree required.
• 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.

Responsabilités

• 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.

Connaissances

Cross-functional leadership

Analytics

Executive reporting

Stakeholder management

Ambiguity handling

AI-enabled insights

Formation

Bachelor's degree

Outils

Dashboards

Self-service analytics

AI-enabled insights tools

Description du poste

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 a Vice President Customer Experience Strategy in the Co-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.

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