JPMorgan Chase
Wilmington, NC

Customer Experience & Events Marketing - Senior Associate at JPMorgan Chase (Wilmington, NC)

| Wilmington, NC
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Job Description This position is on the Chase Marriott Cobrand Card team within the Partner Card organization of Chase Card Services. The Marriott Customer Experience & Events Marketing Sr. Associate will be a talented, customer-obsessed rising leader who will be responsible for all cardmember experiences: events, servicing (reactive), and ongoing customer experience improvements (proactive). This individual will produce and market live events that delight cardmembers and reinforce the value of their Chase Marriott card. They will partner closely with customer service teams to ensure representatives are well-trained and that contractual SLAs are met; they will also handle all customer escalations. They will identify opportunities for ongoing improvement of cardmember experiences based on voice of the cardmember gathered through NPS scores/comments, JD Power Rankings, customer research and cardmember complaints. This Sr. Associate will partner with other Marriott Cobrand team members, customer service leaders and agency partners to deliver on this book of work.
Responsibilities:
The Customer Experience & Events Marketing Sr. Associate will be responsible for having an in-depth understanding of current cardmember experiences across all Chase Marriott products. In collaboration with our agency partners and Marriott counterparts, this person will lead our an annual events strategy planning process, market and produce/execute impactful cardmember events. This individual will represent the Chase and Marriott brands on-site at the Cardmember events, both domestic and international (travel is required). This person must have a passion for creating unforgettable experiences that reinforce the Marriott and Chase brands, and cardmember value This person will also be responsible for securing and managing the events budget.
The Customer Experience & Events Marketing Sr. Associate will have responsibility for overseeing all elements of servicing Chase Marriott card products. This person will work collaboratively with cross-functional teams including Servicing, Operations, and Readiness to execute customer communications, representative training materials, and procedures. This individual will also work as part of the Cross Partner Experience team to improve the customer experience for all Chase Marriott card products. This individual will be responsible for analyzing and reporting on customer service delivery and reactive retention performance. Finally, this individual will be responsible for customer satisfaction insights through "voice of customer" inputs, synthesizing and sharing those insights with the Chase Marriott team we and the partner are in-tune with our cardmember's experiences. They will identify, help prioritize and champion opportunities for ongoing customer experience improvements.
Qualifications:
  • 3-5 years of work experience required
  • Bachelor's Degree required
  • Must be able to travel 25-30% of the time

Ideal candidates would be able to do the following:
  • Possess a customer-obsessed mindset to ensure delivery of exceptional customer experiences
  • Be an analytical marketer with solutions-oriented mindset and creative problem solving
  • Have experience attending and creating impactful events in personal and/or professional capacity
  • Be results-oriented with attention to detail and bias towards action
  • Have a focus on operational excellence
  • Have excellent verbal/written communication and strong presentation skills
  • Be collaborative with solid project management skills
  • Be a self-starter with a drive for results, effective at prioritizing and managing multiple initiatives concurrently
  • Prior experience with events marketing, hospitality or customer experience is ideal

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 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
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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What are JPMorgan Chase Perks + Benefits

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An Insider's view of JPMorgan Chase

What’s the vibe like in the office?

My favorite thing about JPMorgan Chase is the vast number of problems we solve, and the diversity it takes to do that. Moving money, enabling payments and producing a world class customer experience are just a fraction of what we work on. Because the office is so casual and open, I get to participate in discussions on all of this.

Nick S.

Executive Director, Software Engineering

What projects are you most excited about?

As one of the largest financial institutions in the world, our scope of impact is huge. Knowing that a system we deliver is responsible for things millions do daily such as paying for groceries, withdrawing cash, or getting a loan pushes us toward solutions that scale, which is the most challenging but also the most rewarding part of our projects.

Edwin T.

Executive Director, Site Reliability Engineering

How does the company support your career growth?

JPMorgan has helped me develop as a professional – both as a technologist and as a business leader. I have taken advantage of executive leadership training and development aligned to the firm’s culture of “How We Do Business.” I feel good about working for a firm that invests in its #1 asset – US!

Lupe C.

Executive Director

How do you empower your team to be more creative?

Empowerment for Idea generation, problem solving and innovation is best coming from those who do the work. I engage my technologist in high profile work and foster an environment where ideas are welcome. Empowerment of our technologists is the key to success. Teams dig in, innovate and identify ways to create a better client experience.

Dawn T.

Managing Director, Software Engineering

How does the company support your career growth?

Working at JPMC has been a wonderful experience. I love how much JPMorgan Chase cares about its communities by offering support of technologists to local non-profit organizations through social innovation programs. The company also invests in its employees and provides many learning opportunities to us.

Meng M.

Software Engineer

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