Vice President, Customer Experience and Marketing

The Card Customer Experience team identifies and drives strategic, high impact initiatives that deliver great experiences customers love, and help to achieve industry leading customer satisfaction as measured by Net Promoter Score. 

As part of the Card and Connected Commerce Customer Experience and Marketing team you will support our strategic initiatives and help drive elevated experience and value to our customers across Card and Commerce. 

You will be supporting the consolidation of analytics, data, and customer feedback to help drive decisioning on key customer experience initiatives and guide the team to pivot when needed to drive success. This includes helping to tell the customer experience story across audiences, reporting against key initiatives and team progress and acting as the glue across many different activities across businesses to drive change through elevated experiences. As the Vice President, Customer Experience and Marketing, you will be a key contributor in our efforts to drive meaningful progress, partnering with key stakeholders and owners across the organization.

 

Job Responsibilities 

 

• Own the analytics and reporting of customer experience impact across businesses and projects driven by the team.
• Function as the lead storyteller, leveraging your understanding of the team’s priorities and goals to convert data into measures of success and areas of opportunity. 
• Lead coordination efforts across the central Customer Experience team and those that sit across Brand, Co-Brand and Commerce
• Own ad-hoc strategic projects to support the elevation of NPS, reduction of complaints and call volume.
• Build strong relationships and partner effectively across partner LOBs and various stakeholders to CX deliverables.
• Coordinate the establishment, disciplined tracking, and reporting of team’s objectives and key results (OKRs)
• Assist with alignment of workstreams.
• Identify and escalate issues.
• Manage cross functional discussions – driving the agenda and determining key next steps. 

 

Required qualifications, capabilities, and skills.

• 5 or more years of experience
• Strong project management skills
• Ability to partner and influence others.
• Thought leadership and relentless focus on the customer experience.
• Good verbal and written communications
• Organized, initiative-taker, with the ability to manage multiple projects simultaneously.
• Strong influencing, negotiation, and relationship skills
• Demonstrated ability to influence and drive measurable outcomes.
• Exceptional analytical, process and problem-solving skills.
• Possess both cross-functional business and operational acumen.
• Proven interpersonal effectiveness and ability to collaborate and work well with all levels of management and across organizational boundaries.

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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 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.

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. Visit our