Vp, Sr. Product Manager (Customer Experience Strategy & Innovation) - New York, Ny/Wilmington, De/Columbus, Oh

Do you want to join a growing team whose mission is to meet the needs of an underserved customer segment? Are you passionate about creating innovative financial solutions and experiences driving tangible positive customer outcomes? Are you ready to expand your strategy, general management and product skillset? If so, we're happy to share an exciting opportunity with you!

Chase is hiring a Vice President, Customer Experience Strategy and Innovation to support its focus on an increasingly competitive and dynamic Lower Mass/Underbanked customer segment. We are looking for a talented Vice President to develop customer experience strategy and deliver innovative customer-centric solutions that delight our customers and support their core financial needs. In this role, you will have the opportunity to work in a startup-like culture and wear multiple hats, working to deliver our strategic mission by pulling across levers in strategy, innovation, product, customer experience, analytics and more.

In this Vice President role, you will develop the Lower Mass/Underbanked Customer Experience strategy, own and manage the execution of initiatives to bring it to life, and lead across the bank to deliver on customer and business goals. An ideal candidate will be a thought leader and a passionate customer advocate, with outstanding strategic, analytical, problem solving, and general management skills. They will gain an in-depth understanding of our customer needs and pain points, develop high impact strategies and innovative solutions to deliver a step change improvement in customer experience, and effectively partner/influence teams across the organization to deliver on customer needs. They will thrive in an environment where they will be an initiative-taker, have ownership over outcomes, and move quickly.

Job Responsibilities

• Facilitate delivery of high priority initiatives by creating robust project plans, defining critical milestones, clearly communicating across partners and stakeholders, and solving problems to achieve business objectives and financial targets.
• Create and own CX roadmap for Lower Mass segment, including initiatives to address friction throughout customer journeys (e.g., funds access, account restrictions). Effectively lead and influence across bank to deliver on segment priorities and bring customer-centric solutions to market.
• Build relationships and partner across bank (e.g., Product, Customer Experience, Fraud Risk, Digital) to enable seamless experiences, culminating in a strong net promoter score, low complaints / attrition rates, and indications of developing foundations for financial health.
• Partner with Analytics and Finance to gain in-depth insights into customer behaviors and performance influencers (e.g., complaints, net promoter, attrition) to evaluate potential solutions, identify prioritization, and measure success of initiatives launched to market.
• Leverage data-motivated decision making including market research, customer and banker feedback, qualitative and quantitative analyses to inform strategy and recommendations.
• Develop Lower Mass CX foundation from ground up, establish operating rhythms and ongoing management, institute customer and banker listening channels, and develop process for effective issue resolution.
• Develop customer experience strategy for the Lower Mass/Underbanked segment and deliver innovative solutions that delight our customers and support core financial needs of our segment.

Required Qualifications, Skills And Capabilities

• 6+ years of experience within financial services product management, customer experience, general management, or consulting
• Proven track record of motivating team and partners towards accomplishing a common goal and delivering high impact initiatives; ability to influence and collaborate across a highly matrixed organization
• Bachelor's degree or equivalent experience; MBA preferred
• Proven ability to develop high impact strategies, lead complex projects, and deliver results. Superior program management, problem-solving, and time management skills. Ability to spot gaps/opportunities, create structure and focus out of ambiguity and complexity, and perform well in a deadline-focused, fast-paced environment
• Strategic problem-solver, creative thinker and a thought leader, who can effectively navigate business priorities, customer expectations, and relationships with stakeholders to conceive and deliver solutions and experiences that inspire our customers
• Strong communication, storytelling, and presentation skills; experience working with and influencing senior stakeholders
• Strong analytical skills and ability to leverage data and financial analysis to inform recommendations

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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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/Disability/Veterans

Base Pay/Salary

New York,NY $99,750.00 - $175,000.00 / year