Card Customer Experience Program/Project Manager

2 months ago

Philadelphia, Pennsylvania, United States JPMorganChase Full time
Job Description

Job Summary:


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.

You will partner with stakeholders throughout the organization to source and drive the delivery of key strategic customer experience initiatives for the Card business, with a focus on horizontal customer journeys, terms, and fulfillment experiences.

Examples of these areas include digital self-service journeys such as card replacement and adding an authorized user, pricing communications, and plastics fulfillment.


Job Responsibilities:

  • Lead, influence, and/or drive delivery of multiple initiatives which usually have cross-functional, cross-product, and cross-line of business stakeholders and impacts.
  • Partner with key stakeholders to dig deep during discovery to identify and prioritize viable solutions to complex problems.
  • Synthesize findings into clear, concise, customer focused recommendations, business cases, and plans of action.
  • Present solutions to business partners and senior management, and take an ownership or leadership role in course of action.
  • Adapt communication and interaction style for a range of audiences and management levels.
  • Think strategically and tactically while in an initiative leadership role.
  • Ensure initiative objectives are consistently and clearly communicated, and provide regular updates on progress.

Required qualifications, capabilities & Skills:

  • 5+ years of complex strategic initiative leadership or similar experience
  • Foundational understanding/experience with the fundamentals of a consumer business (P&Ls, business cases, etc.)
  • Highly effective verbal, written, and presentation communication skills
  • Strong relationship building, influencing, and networking skills
  • Experience with an agile operating environment a plus
  • Proven ability to navigate tight deadlines, organize and prioritize work
  • Bachelor's Degree required, or equivalent experience
About Us

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
About the Team

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 offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations.

Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.

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