Kinexys is helping redefine how finance will work—real-time, digital-first, and integrated across complex ecosystems. As a Vice President in Kinexys Business Operations (Customer Experience & Organizational Readiness), you will lead the strategy and execution for customer adoption and operational readiness.
You’ll be accountable for building scalable operating motions that translate product innovation into measurable client outcomes—faster onboarding, higher adoption, better service experiences, and repeatable launch readiness. This role partners closely with Product, Technology, Service, Sales/Client teams, and controls stakeholders to deliver a best-in-class fintech customer journey at enterprise scale.
Job responsibilities
- Set the customer experience and readiness strategy for Kinexys, aligning priorities across Product, Tech, Service, and regional stakeholders.
- Lead end-to-end customer journey design and optimization (onboarding, servicing, releases), establishing standards, playbooks, and measurable experience outcomes.
- Own launch and change readiness governance for the region: impact assessments, stakeholder alignment, cutover/hypercare frameworks, and post-launch performance reviews.
- Build a scalable enablement engine (training, FAQs, release communications, playbooks) that supports both internal teams and external customer adoption.
- Operationalize Voice-of-Customer by establishing intake channels, synthesizing insights, prioritizing themes with Product/Tech, and tracking remediation to closure.
- Partner with service and incident functions to improve customer communications, reduce repeat drivers, and strengthen knowledge management/self-serve.
- Define and manage KPIs/OKRs for customer experience and readiness (e.g., time-to-onboard, adoption, ticket trends, satisfaction metrics where applicable), producing executive-ready reporting and insights.
- Drive operational excellence and controls: process governance, documentation, risk-aware procedures, and continuous improvement—ensuring readiness at scale in a regulated environment.
- Lead and develop a team (directly or via matrix), setting a high bar for execution, client obsession, and cross-functional collaboration.
Required qualifications, capabilities, and skills
- Experience in business operations, customer experience, product operations, change management, implementation/onboarding, or service delivery
- Proven ability to lead cross-functional programs with senior stakeholders and complex dependencies.
- Strong customer-facing communication skills—able to translate technical/product change into clear adoption narratives and decision points.
- Experience building operating models and scalable processes (playbooks, governance, metrics, continuous improvement).
- Strong analytical mindset with comfort using data to prioritize, measure outcomes, and influence roadmaps.
Preferred qualifications, capabilities, and skills
- Experience leading EMEA rollouts and working across global operating models and time zones.
- Familiarity with journey mapping, service management/incident communications, and enablement program design.
- Exposure to controls, risk, compliance, and governance expectations in regulated environments.
- Knowledge of digital payments, transaction banking, distributed ledger/tokenization concepts, or enterprise platform onboarding (helpful but not required).
- Experience in fintech, payments, enterprise SaaS, or financial services
Skills Required
- Experience in business operations, customer experience, product operations, change management, implementation/onboarding, or service delivery
- Proven ability to lead cross-functional programs with senior stakeholders and complex dependencies
- Strong customer-facing communication skills; translate technical/product change into clear adoption narratives
- Experience building operating models and scalable processes (playbooks, governance, metrics, continuous improvement)
- Strong analytical mindset; use data to prioritize, measure outcomes, and influence roadmaps
- Experience leading EMEA rollouts and working across global operating models and time zones
- Familiarity with journey mapping, service management/incident communications, and enablement program design
- Exposure to controls, risk, compliance, and governance expectations in regulated environments
- Knowledge of digital payments, transaction banking, distributed ledger/tokenization concepts, or enterprise platform onboarding
- Experience in fintech, payments, enterprise SaaS, or financial services
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
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