Chase Card Services - Strategic Partners Customer Experience

at JPMorgan Chase in Wilmington, Delaware, United States

Job Description

Vice President/Program/Project Manager/Strategic Partners Customer Experience

About this position: Customer Experience lead will be a key member of the Strategic Partnership team which today include partners like Lyft, DoorDash, Peloton, and Sapphire Lounge by the Club. This key role will be responsible for the customer experience of these and other strategic partners, including capturing and mining customer insights and complaints to improve the digital and in-person experience. They will provide direct support for onboarding new partners which includes but not limited to training, communications, and procedures tailoring best demonstrated practices , ensuring strong controls and flawless execution. This position sits within the Chase Branded Cards organization of Card Services, a key business within Chase’s Consumer & Community Banking group.


The candidate will collaborate with the Co-brand and Chase stakeholders from an Operations perspective with a primary focus on insights and complaints management for Strategic Partners. Additional responsibilities include driving the training, procedures, complaint framework/reporting to ensure flawless execution, customer satisfaction and controls. They will coordinate and collaborate with internal business partners (e.g. Strategic Partner Relationship Managers, Operations, Controls, Compliance, Legal) to deliver on business objectives. The candidate will analyze customer insights and complaints, create research requests for internal servicing team/Partners, and present the customer insights and complaint trends in monthly leadership forums. (a bit duplicative of sentence before it) Travel expectations: 10% on a quarterly basis


+ 7+ years of relevant marketing and/or customer/partnership experience

+ Bachelor’s Degree required

+ Customer obsessed focus with ability to turn insights into action

+ Excellent analytical and problem-solving skills

+ Exceptional relationship management skills and ability to influence in a matrixed organization

+ Strategic thinker with the ability to work in a fast-paced, deadline-oriented environment

+ Demonstrated leadership and experience with project management and analytics

Ideal candidates will be able to do the following:

+ Demonstrate strategic insight with the ability to identify customer experience priorities by leveraging data

+ Promote a strong control environment, adhere to risk/control, procedure, and process expectations, while appropriately delivering what’s best for customers and employees.

+ Be a self-starter with the ability to work in large, collaborative teams to build strong relationships

+ Problem solve with ability to ‘tell the story’ through the customer lens and build a business case for securing resources to fix pain points

+ Communicate effectively and be able to influence decisions

+ Be results-oriented with attention to detail and bias towards action

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. These requirements may include sharing information in the firm’s vaccine record tool, vaccination or regular testing, mask wearing, social distancing and daily health checks. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests.

Equal Opportunity Employer/Disability/Veterans

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Job Posting: JC197390408

Posted On: Nov 12, 2021

Updated On: Dec 24, 2021