Southwest Airlines Portfolio & Customer Experience Manager at JPMorgan Chase Bank, N.A. in Wilmington, Delaware

Job Description:

The Southwest Airlines Portfolio Manager will develop customer-driven strategies and execute initiatives to deliver increased growth, engagement, and loyalty. This individual will focus on delivering optimized customer experiences throughout the cardmember lifecycle for a premier travel partner. This position sits within the Co-Brand Cards organization of Card Services, a key business within Chase's Consumer & Community Banking group.

Responsibilities:

This person will be responsible for building collaborative relationships with Southwest Airlines and the cross-functional teams within Chase that serve the cardmembers with a goal of driving increased engagement and improved retention across the portfolio. The individual will identify key insights from customer feedback to develop improved marketing communications, engagement offers and servicing strategies that drive increased loyalty and engagement through call center interactions, digital channels and with integrated messaging through partner-owned channels.

Qualifications:

• Bachelor's Degree required
• Strong critical thinking skills & analytical aptitude
• Ability to navigate the organization by bringing key stakeholders together to solve complex problems
• Experience in marketing campaign execution management
• 7+ years of work experience required
• Understanding of financial drivers

Ideal Candidates Would Be Able to Do the Following:

• Be collaborative and build strong relationships across the organization and with an external partner
• Possess a customer-obsessed mindset to ensure exceptional customer experiences and delivery
• Have excellent verbal/written communication, and strong presentation skills
• Think broadly and analytically to drive new approaches to business improvements and influence change to deliver more streamlined processes
• Demonstrate he/she is a self-starter with a drive for results, effective at prioritizing and managing multiple complex initiatives concurrently

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.

Equal Opportunity Employer/Disability/Veterans

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