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About the Role

The Client Experience Senior Associate will lead CX processes and execution for the Affluent segment, focusing on voice of customer and banker listening posts, metrics reporting, field engagement, and omnichannel journey transformation. This role involves owning a customer experience framework to identify and solve high-impact client pain points and improve key end-to-end journeys, working closely with various teams to represent the client and banker voice and drive optimal customer experiences.

Responsibilities

Represent Affluent customer experience in cross-functional forums and be a trusted partner by developing relationships with Product Owners, Fraud / Risk, Operations, and field teams across lines of business
Develop a customer experience framework and process to distill insights from quantitative and qualitative client and employee feedback channels
Synthesize client and employee feedback into actionable strategies and tactics, applying a competitive lens where applicable to develop recommendations
Employ an end-to-end customer experience approach to identify highest impact opportunities, based on key Customer Experience metrics such as NPS and complaints
Work across functions and lines of business to implement improvements in key client journeys such as wires and fraud servicing, to drive seamless experiences
Partner with product and process owners to deliver Customer Experience enhancements, negotiating prioritization across various teams’ roadmaps
Liaise with Legal, Risk, Control and Compliance partners as part of enhancing the customer experience
Work with Data Analytics and Finance to quantify opportunities impacts of Customer Experience enhancements
Leverage influencing and stakeholder management skills to gain buy in on Customer Experience recommendations

Requirements

6+ years of financial services product, process, customer experience, or project management experience; banking experience
Superior project management, problem-solving, and time management skills
Ability to perform well in a deadline-driven, fast-paced environment
Exceptional interpersonal skills – ability to cultivate and build strong relationships with colleagues at all levels
Superior communication skills; ability to speak comfortably and effectively to large groups; experience with working and influencing senior stakeholders
Strategic thinker with a relentless focus on the customer experience
Ability to manage and create structure, fully embrace change in a rapidly changing environment
Ability to actively work within a team environment while driving accountability for personal goals
Ability to influence and collaborate across a highly matrixed organization
Ability to lead multi-stakeholder projects and workstreams end-to-end
Independent, personable, proactive learner and listener

Skills

Strategic thinking
Influencing
Program management
Analytics
Communication
Project management
Problem-solving
Time management
Interpersonal skills
Stakeholder management

Experience Level

6+ years

Education Level

Bachelor’s degree or equivalent experience

Benefits

Comprehensive health care coverage
On-site health and wellness centers
A retirement savings plan
Backup childcare
Tuition reimbursement
Mental health support
Financial coaching

About the Company

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.
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing.
We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.
We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.

Equal Opportunity

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.
Equal Opportunity Employer/Disability/Veterans