Vice President, High Net Worth Card Customer Experience

JPMorganChase; New York (NY); On-site; USD 160,000 - 210,000; Full time

Benefits offered by this job

Health care coverage

Retirement savings plan

Tuition reimbursement

Mental health support

Job summary

JPMorganChase is seeking a seasoned product strategy leader for the High Net Worth Card group in New York. You will own the end-to-end experience of HNW clients, including digital capabilities, servicing strategy and travel, while shaping the roadmap with cross-functional teams.

The role requires 8+ years in financial services product strategy or client experience, exceptional communication skills, and a client-first mindset. MBA is preferred, and experience with luxury client segments is a plus.

Qualifications

• 8+ years in product strategy, consulting, or client experience in financial services.
• Proactive, strategic, and results driven with ability to manage multiple initiatives.
• Strong understanding of customer insights, P&L dynamics, and data analysis.
• Customer-obsessed with a track record of improving the customer experience.
• Excellent written and verbal communication with executive-level presentation experience.
• Outstanding relationship management in a highly matrixed company.

Responsibilities

• Lead end-to-end HNW Card product strategy and client experience initiatives.
• Own customer experience of the HNW Card including digital capabilities and servicing strategy.
• Support client experience strategy through market research, customer segmentation and insights.
• Collaborate with operations, wealth, and travel partners to analyze experience drivers and enhancements.
• Lead cross-functional teams to deliver the product roadmap and client experience enhancements.
• Develop materials for business reviews with executive leadership detailing the HNW roadmap.

Skills

Product strategy

Cross-functional leadership

Executive presentations

Customer insights

Data analysis

P&L dynamics

Relationship management

Strategic thinking

Education

BA degree or equivalent

MBA preferred

Job description

Job Description

We are looking for smart, dynamic talent to join the High Net Worth (HNW) Card Product Strategy team, focusing on driving growth and delivering on the product vision for our HNW client segment and the J.P. Morgan Reserve card portfolio. The successful candidate for this role must be able to build and leverage cross functional relationships to drive meaningful value and experiences for our clients, and effectively deliver and execute on key product initiatives and strategies, with an analytical yet client-focused lens.

Key Responsibilities

• Serve as a key leader and champion of ongoing product & client experience optimization across the HNW client segment
• Own end to end customer experience of the HNW Card client, including digital capabilities, servicing strategy, and travel
• Support development of our client experience strategy through industry awareness and competitive insights, market research studies, and customer segmentation and behavior analysis
• Liaise with operations, wealth, and travel partners to analyze client experience drivers and identify enhancements
• Lead cross functional working teams in order to deliver on our product roadmap and client experience enhancements
• Create rigor around client experience feedback loops and reporting to understand and iterate client strategies and roadmap
• Develop materials for Business Reviews with executive leadership and other forums by crafting a comprehensive story of the HNW customer experience north star & product strategies

Qualifications

• 8+ years of experience in product strategy, consulting, or client experience in financial services. Credit card or payments industry experience is a plus
• Proactive, strategic, and results driven with the ability to prioritize and manage multiple complex initiatives and deliverables at the same time
• Strong understanding of customer insights, P&L dynamics, and data analysis to inform product decisions
• Highly focused on the customer, with track record of continually improving the customer experience
• Excellent written and verbal communication skills, with experience synthesizing information into executive level presentations
• Outstanding relationship management skills and ability to influence and drive recommendations within a highly matrixed Company structure
• Effective in a fast-paced, deadline-oriented environment
• BA degree or equivalent required, MBA preferred
• Customer-obsessed, with experience translating customer insights, P&L dynamics, and data analysis into product strategies
• Experience working with High Net Worth clients and/or in luxury goods & services

Preferred Qualifications

• Customer-obsessed, with experience translating customer insights, P&L dynamics, and data analysis into product strategies
• Experience working with High Net Worth clients and/or in luxury goods & services

Benefits

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.

Equal Opportunity Employer

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.