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About the Role

Manage and maintain client relationships by understanding needs, providing advice, developing solutions, and delivering an exceptional client experience within the Affluent Banking team. Lead CX processes and execution for the Affluent segment, representing the voice of the client and banker to advocate for optimal customer experiences and improve client journeys.

Responsibilities

• Represent the affluent client and banker experience in shared forums as a trusted partner by developing relationships with Product Owners, Operations, and field teams
• Manage the Banker feedback process, responding to the field in a timely manner and sharing themes across teams. Seek ongoing process improvements.
• Develop customer experience processes to distill insights from quantitative and qualitative client and employee feedback channels
• Synthesize client and employee feedback into actionable strategies and tactics. Apply a competitive lens where applicable to develop recommendations.
• Work across functions and lines of business to support improvements in key client journeys to drive seamless experiences
• Support day-to-day customer experience management efforts, including preparing business reports, CX highlights, and presentations

Requirements

• 3+ years of financial services product, process, CX, or project management experience; banking experience.
• Strong project management, analytic, problem-solving, and time management skills.
• Ability to perform well in a deadline-driven, fast-paced environment.
• Strong communication and interpersonal skills; ability to speak comfortably and effectively to large groups, and to cultivate strong relationships
• Strategic thinker with a relentless focus on the customer experience.
• Personable, proactive learner and listener
• Ability to collaborate across a highly matrixed organization and to embrace change in a rapidly changing environment
• Ability to actively work within a team environment while driving accountability for personal goals.
• Ability to lead multi-stakeholder projects and workstreams end-to-end

Skills

• Strategic thinking
• Project management
• Analytics
• Communication
• Interpersonal skills
• Problem-solving
• Time management

Location

• Remote

Work Type

• Full-time

Experience Level

• Senior

Education Level

• Bachelor's degree or equivalent experience

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• 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 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