VP, Co-Brand CX Strategy & Insights

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

Job summary

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.

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.

Skills

Cross-functional leadership

Analytics

Executive reporting

Stakeholder management

Ambiguity handling

AI-enabled insights

Education

Bachelor's degree

Tools

Dashboards

Self-service analytics

AI-enabled insights tools

Job description

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.