Vice President, Cobrand CX Strategy & Insights

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

Job summary

JPMorgan Chase is seeking a Vice President, Customer Experience Strategy in the Co-brand Product Strategy team to lead governance and turn insights into measurable improvements across the customer journey. You'll shape how opportunities are identified, prioritized, tracked, and measured, translating data into actions that enhance end-to-end experiences across co-brand programs.

This role requires collaboration with enterprise teams and senior leaders to drive prioritized, data-driven

Qualifications

• Bachelor's degree required.
• 6+ years in customer experience, product strategy, analytics, or program leadership.
• Experience leading cross-functional programs with governance and measurement.
• Ability to translate signals into executive recommendations.
• Strong analytical skills and dashboards/self-service reporting.

Responsibilities

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

Skills

Cross-functional leadership

Stakeholder management

Analytics

Dashboards

Executive reporting

AI-enabled insights

Portfolio governance

Problem solving

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 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.