The Card CX Insights & Experience team is dedicated to integrating customer intelligence, journey performance, and solution delivery. Our mission is to drive measurable customer experience improvements across the Card & Connected Commerce businesses. We identify, quantify, and resolve customer pain points while steering the organization toward a multi-year, future-state CX vision. This vision is grounded in competitive insights and data-driven strategy.
As a VP, Strategic Initiatives and Solutions in the Card CX Insights & Experience team, you will play a pivotal role in shaping and executing the customer experience (CX) strategy for the Card & Connected Commerce businesses. You will lead cross-functional initiatives that address customer pain points, enhance journey performance, and deliver innovative solutions aligned with our future-state CX vision.
Job Responsibilities
- Embed customer experience (CX) principles into strategy development, roadmap planning, and execution to ensure alignment with organizational goals.
- Demonstrate deep knowledge of the card business and financial services, leveraging industry expertise to inform decision-making.
- Drive business transformation and deliver measurable results in data-driven environments through effective problem-solving and strategic planning.
- Stay current on industry trends and best practices to inform and shape the organization's future-state vision and competitive positioning.
- Apply advanced analytics expertise to extract meaningful insights from diverse data sources, including AI-driven tools, sentiment analysis, and journey analytics.
- Influence and engage cross-functional stakeholders through compelling storytelling, clear prioritization, and effective communication.
- Accelerate execution and drive operational efficiency by coordinating efforts and removing barriers in a collaborative environment.
- Exhibit robust organizational and project management skills, ensuring efficient delivery of initiatives across cross-functional teams.
- Monitor, measure, and report on the effectiveness of CX initiatives, using data-driven insights to continuously refine strategies and solutions.
- Thrive in ambiguous environments, demonstrating adaptability and a willingness to learn new areas, especially within support functions
Required qualifications, skills, and capabilities:
- Bachelor's degree required
- 8+ years of progressive experience in customer experience, strategy, analytics, or related fields within financial services, card business, or data-driven industries.
- Demonstrated success in strategy consulting, with a track record of driving business transformation and delivering measurable results.
- Proven experience leading cross-functional teams and managing complex, multi-stakeholder projects.
- Advanced proficiency in analytics, including experience with AI-driven tools, sentiment analysis, journey analytics, and interpreting machine learning results.
- Strong data-driven decision-making skills, with the ability to synthesize complex information into actionable insights.
- Deep understanding of the card business, financial services, and competitive landscape.
- Excellent communication and stakeholder management abilities.
- Demonstrated ability to lead special projects and drive innovation.
- Strong storytelling and prioritization abilities to drive alignment and engagement.
Preferred Qualifications:
- Advanced degree (MBA, MS, or related field) preferred.
- Experience with journey mapping, customer intelligence, and solution delivery preferred.
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.ABOUT USChase 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. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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 TEAMOur 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.
The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.
