Vice President, Customer Experience Innovation

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 180,000 - 260,000; Full time

Job summary

JPMorgan Chase & Co. in Columbus, Ohio seeks a VP, Customer Experience Innovation on the Engagement and Product Marketing team to lead cross-channel customer experience initiatives, test new approaches, and scale proven concepts across audiences and journeys.

You will manage delivery plans, governance, and stakeholder updates, translate modernization needs into marketing-ready proofs of concept, and build repeatable playbooks to improve customer engagement and performance.

Qualifications

• Bachelor’s degree in Marketing, Advertising, Communications, Digital/Technology, or Business (or equivalent experience).
• 10 years of experience in customer experience, lifecycle marketing, digital product, or related strategy roles.
• Demonstrated ability to identify customer problems and convert them into testable hypotheses, experiments, and measurable outcomes.
• Proven track record owning complex, cross-functional programs from proof of concept through scaled rollout.
• Proven strength in end-to-end project management, including planning, dependencies, risk management, delivery cadence, and stakeholder updates.
• Experience leading cross-functional work across marketing, product, analytics/data, and channel teams in a matrixed environment.
• Strong analytical and measurement orientation, with the ability to define success metrics and interpret results into clear actions.
• Ability to operate hands-on in the details while maintaining an executive-level perspective and narrative.
• Excellent written and verbal communication, able to influence decisions and drive alignment across senior stakeholders.
• Advanced proficiency in PowerPoint and Excel, plus experience leveraging AI-tools to drive effectiveness and efficiencies.

Responsibilities

• Define the Customer Experience Innovation strategy and prioritized roadmap aligned to customer engagement outcomes.
• Discover and synthesize customer and business insights to identify high-impact opportunities and form clear hypotheses.
• Design test-and-learn experiments and success metrics to validate desirability, feasibility, and impact.
• Lead audience modernization initiatives for omnichannel targeting and communications, transitioning from list-based execution to scalable audience-based targeting.
• Own the integrated delivery plan for in-flight proofs of concept, including timeline, dependencies, risks, and decision points across product, data, channels, and marketing partners.
• Drive a consistent operating cadence, including working sessions, decision forums, status reporting, and issue escalation, to maintain momentum and resolve blockers.
• Translate modernization needs into marketing-ready proofs of concept in partnership with product and data teams, ensuring readiness for activation.
• Standardize intake-to-execution artifacts, such as requirements, handoffs, and quality checks, so proven work becomes repeatable and scalable.
• Build playbooks, templates, and guardrails that enable partner teams to self-serve and reduce friction over time.
• Measure outcomes and convert learnings into iteration backlogs, prioritization decisions, and executive-ready performance narratives.

Skills

Cross-functional collaboration

Executive storytelling

Strategic problem solving

Measurement & analytics

Stakeholder management

Education

Bachelor’s degree in Marketing/Advertising/Communications/Digital, or Business (or equivalent)

Tools

PowerPoint

Excel

AI-tools

Job description

Enable customer engagement at scale by discovering high-impact opportunities, continuously improving how teams plan and launch work, and delivering marketing that meets customers in the right channel, at the right time, with the right message. In this role, you will listen to what matters, solve real customer problems, and help deliver seamless banking experiences for all.

As a Vice President-Customer Experience Innovation on the Engagement and Product Marketing team, you will lead Customer Experience Innovation by discovering high-impact opportunities, testing what works, and scaling proven innovations across channels, audiences, and journeys. You will also own the behind-the-scenes delivery engine, driving cross-functional project management, operating cadence, and governance to land in-flight proofs of concept, including audience modernization, and turn them into repeatable capabilities teams can execute at scale. You will bring structure to ambiguity, moving work from hypothesis to concept and test, through refinement and alignment, and into launch-ready execution.

Job responsibilities:

• Define the Customer Experience Innovation strategy and prioritized roadmap aligned to customer engagement outcomes.

• Discover and synthesize customer and business insights to identify high-impact opportunities and form clear hypotheses.

• Design test-and-learn experiments and success metrics to validate desirability, feasibility, and impact.

• Lead audience modernization initiatives that enable omnichannel targeting and communications, transitioning from list-based execution to scalable audience-based targeting.

• Own the integrated delivery plan for in-flight proofs of concept, including timeline, dependencies, risks, and decision points across product, data, channels, and marketing partners.

• Drive a consistent operating cadence, including working sessions, decision forums, status reporting, and issue escalation, to maintain momentum and resolve blockers.

• Translate modernization needs into marketing-ready proofs of concept in partnership with product and data teams, ensuring readiness for activation.

• Standardize intake-to-execution artifacts, such as requirements, handoffs, and quality checks, so proven work becomes repeatable and scalable.

• Build playbooks, templates, and guardrails that enable partner teams to self-serve and reduce friction over time.

• Measure outcomes and convert learnings into iteration backlogs, prioritization decisions, and executive-ready performance narratives.

Required qualifications, capabilities and skills:

• Bachelor’s degree in Marketing, Advertising, Communications, Digital/Technology, or Business (or equivalent experience).

• 10 years of experience in customer experience, lifecycle marketing, digital product, or related strategy roles.

• Demonstrated ability to identify customer problems and convert them into testable hypotheses, experiments, and measurable outcomes.

• Proven track record owning complex, cross-functional programs from proof of concept through scaled rollout.

• Proven strength in end-to-end project management, including planning, dependencies, risk management, delivery cadence, and stakeholder updates.

• Experience leading cross-functional work across marketing, product, analytics/data, and channel teams in a matrixed environment.

• Strong analytical and measurement orientation, with the ability to define success metrics and interpret results into clear actions.

• Ability to operate hands-on in the details while maintaining an executive-level perspective and narrative.

• Excellent written and verbal communication, able to influence decisions and drive alignment across senior stakeholders.

• Advanced proficiency in PowerPoint and Excel, plus experience leveraging AI-tools to drive effectiveness and efficiencies.

Preferred qualifications, capabilities and skills:

• Deep customer empathy and curiosity; consistently acts as voice of the customer and never settles for “good enough”.

• Constantly pushes on boundaries and roadblocks to drive innovation and a superior customer experience.