Vice President, Chase Auto, Experience Leads at JPMorgan Chase Bank, N.A. in Fort Worth, Texas

Job Description:

Role Overview

Chase Auto Finance has three constituents that define our customer: (1) end consumers, (2) OEM private label and strategic partners, and (3) dealers. Our auto lending services are constantly evolving and incorporating the latest technology to help match car buyers with dealers, provide competitive financing options including leases and loans. Customer experiences in this regard span the entire lifecycle of financing - onboarding, servicing, loyalty and retention focus.

The Auto Customer Experience function includes oversight of processes and customer interactions that often cross products, channels and lines of business. This requires focus on horizontal experiences and interactions that may span domains and stakeholders that could otherwise become disjointed resulting in operational breaks or defects in the customer experience. The Process Manager Sr is accountable for the orchestration of customer experience design, supporting strategies, roadmap development, and implementation of new or enhanced customer experiences, interactions, and supporting processes aligned to business objectives. This includes ensuring adherence to regulatory and compliance requirements while mitigating risk.

Core Responsibilities

• Documents and captures current state for key customer experiences across all customer touchpoints, designs future state experience and builds critical to quality requirements to closing gaps in an experience (employee or customer facing) across physical and digital domain
• Sets strategic direction and drives execution across both business process change and information technology development to achieve excellence in a customer experience, while driving favorable CSAT and NPS
• Maintains business cases while articulating both customer and business benefits (e.g., call reduction, time savings, cost savings, etc.)
• Oversees the experience journey from concept to delivery (Epic to feature to story and release) and ongoing maintenance through influencing portfolio prioritization and injects into agile backlogs and overall project management in responsible areas (Product / Business / Operations / IT).
• Sets and tracks leading indicators, KPI and KRI including customer and employee qualitative feedback and complaints associated. Maintains control monitoring to ensure operations related are within risk appetite.

• 7+ years of experience focus on customer experience strategy, planning and execution or continuous process improvement.
• Business background or IT or Engineering background with demonstrative business experience post-graduation. MBA preferred.
• Demonstrative work experience in Product Management, Product Marketing, User Experience Design, Digital or Process Engineering would be ideal.
• Exceptional cross-functional leadership, influencing and interpersonal skills; ability to lead and inspire others without direct authority
• Strong analytical skills with a strong sense of problem solving to drill down to root cause corrective actions in the face of complex systems, structures and processes
• An ability to effectively communicate complex information to a variety of audiences (front line and up to the C-Suite)
• Leads with customer obsession and has self-initiative to explore difficult topics with curiosity
• Maintains agile mindset with relentless focus on continuous improvement to customer / employee experience
• Serves as a champion and advocate for what is possible while maintaining resilience in the face of adversity
• A uto industry, consumer products and services across a retail network experience a plus
• BS/BA required; MBA preferred

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