JPMorgan Chase
Hybrid

Head of CoBrand Customer Experience

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Job Description Responsibilities:
The CoBrand Customer Experience Director is responsible for monthly satisfaction (Net Promotor Score), complaints, and annual JD Power reporting at the total CoBrand level and drives the development of strategic roadmap of CoBrand initiatives.
This individual also works closely with the CoBrand Service Strategy team to help develop strategic servicing enhancements for individual CoBrand Marketing teams as well as global servicing efficiencies and works closely with Service Team to help make sure all Service Level Requirements (SLAs) are met monthly.
The CoBrand Customer Experience Strategy Director also serves as the Cross Partner Customer Experience senior leader and manages customer experience leads in a matrixed environment embedded in each CoBrand Marketing Team. Individual Customer Experience leads are responsible for their monthly complaints and satisfaction reporting and for developing their business specific customer improvement initiatives with their business partners.
Qualifications

  • Bachelor's Degree or Equivalent work experience desired
  • 10+ years of relevant Customer Experience background
  • Existing knowledge of JD Powers, working knowledge of NPS (Net Promotor Score) and it's drivers
  • Strong Leadership Skills: proven ability to collaborate and influence in a matrix environment
  • Strong verbal and written communications; use of data and customer experience use case(s) information to create compelling customer experience initiatives inclusive and benefits outcomes
  • Deliver relentless focus on the customer experience
  • Understands industry trends and has a pulse on competitive landscape
  • Use data and trending to create strategic insights to identify business opportunities


Ideal candidates would be able to do the following:

  • Enthusiastic and motivating Leader who can inspire and implement needed changes on behalf of our CoBrand Customers
  • Organized, self-starter, with excellent time management skills and strong sense of urgency
  • Build strong lasting relationships and network across the organization
  • 5+ years of people management 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 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. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
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

Culture
Volunteer in local community
Partners with nonprofits
Diversity
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Professional Development Benefits
Tuition reimbursement

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