Executive Director - SMB Mass Segment Customer Experience Director

Within the high-growth Chase Small Business Card team, you will be responsible for leading the card product, product line strategy, and supporting customer experience strategies for one of the most critical segments, the mass small business customer. As a leader you must collaborate closely with partners in Finance, Risk, Technology, and within the Ink Card team to drive successful outcomes. 

As an Executive Director - SMB Mass Segment Customer Experience Director within the high-growth Chase Small Business Card team, you will be responsible for leading the card product, product line strategy, and supporting customer experience strategies for one of our most critical segments, the mass small business customer. You will collaborate closely with partners in Finance, Risk, Technology, and within the Ink Card team to promote successful outcomes.

Job responsibilities: 
•   Support on-going evaluation of opportunities to support mass segment Card value proposition enhancements and benefits
•    Work to define a comprehensive view of mass segment customer experience pain points, with consideration of cross-channel opportunities 
•    Develop a framework to evaluate business cases and prioritization for key initiatives to build out a roadmap and backlog
•   Serve as a subject matter expert in the voice of the mass segment customer in shaping new customer initiatives
•   Drive end-to-end development of key business and capabilities strategies, requirements, and execution activities
•    Drive connectivity between NPS score metrics and the Small Business Card CX roadmap

Required qualifications, capabilities, and skills: 
•   This will require someone with strong strategic leadership capabilities and organizational acumen
•   A strong strategic mindset is needed, with demonstrated ability to develop new strategies across a complex set of considerations
•   The successful candidate will have demonstrated success navigating large, complex organizations to deliver exceptional customer benefits and experiences.  
•   The successful candidate will have a strong working knowledge of agile development practices, capability development, and a data driven leadership

 

Preferred qualifications, capabilities, and skills:

• Previous experience in Card, Retail Banking and/or Digital strategy/product management is strongly preferred
   

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 FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans