16 days old

JPMorgan Chase & Co.
Chicago, IL 60602
  • Job Code

Executive Director, Operations Executive, Head of Client Experience- Commercial Bank

Job Description

Commercial Banking – Head of Client Experience (604)


JPMorgan Chase & Co. is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, The firm serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. JPMorgan Chase & Co.is committed to providing a comprehensive set of benefits choices to meet different employee needs and lifestyles, which include choices such as Flexible Work Arrangements with periodic work from home and non-standard business hours, fully paid parental leave time, health care insurance and retirement benefits.


Commercial Banking (CB) serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients' domestic and international financial needs.      


The CB Client experience (CX) center of excellence provides an innovative, dynamic and real time platform and services to obtain, analyze and improve + action clients’ experience across channels, touch points and businesses. It is built to scale across the firm’s wholesale businesses including CIB functions


The Head of CB Client Experience is responsible for managing the CX program across all client constituents in CB across the full spectrum of their touch points. This can be within CB, CCB, Retail, Wholesale, CIB, Global technology and any other areas of the firm. The incumbent is responsible for managing the function and talent across US and India teams with real time report out of client sentiment, partnering across all stakeholder areas to improve the client experience. In addition, the team is also responsible for supporting CX programs in other areas due to the wide spread scalability and applicability of the operating model. This is a critical role to the Commercial Bank in ensuring the voice of the Customer is heard, measured and applied appropriately to improve our internal products, processes and skills where needed. Deepening of the CX culture through communication, town halls and other venues is required along with embodying true client obsession and championing key client issues through permanent resolution.


The 3 critical priorities for this role:

1. Maintain and manage the innovative real time listening post platform and research capabilities

2. Produce actionable insights that are omni and multi-channel, multi-product with significant relevance and applicability to the businesses 

3. Drive relationships, actions to address the dissatisfaction across functions, teams, products, processes, technology for tangible improvements to CSAT and reduction in complaints.


The ideal candidate will have multi-disciplinary experience in financial services, customer experience, market research, and program management. The incumbent should expect a fast paced, highly ambiguous and relationship focused role. Key skills include self-motivation, resourceful, solutions-oriented individual who is able to deliver well in a fast paced environment with prior experience presenting compelling cases to senior leaders in an objective manner.  


Specific Responsibilities to be executed against the 3 priorities:

  • Manage the US and India talent supporting the CX functions and program across Complaints management, Listening posts and Research, Insights and Reporting, Governance and Action Planning These are all functions geared to ultimately eliminating friction points and improving the client experience

  • Ensure adherence to the CB and firm wide complaints policy, Complaints KPIs, CARE management

  • Oversee all listening posts globally for CB and CIB (where applicable), ensure quality execution with real time alerts management, call back processes and client sentiment recovery

  • Ensure delivery of weekly, monthly CX insights to various stakeholders with highest quality of actionable data and the ‘so-what’ clearly owned by functional partners

  • Integrated management of the India team and US team, talent management, ensure diversity of the team and continuous improvement by training for the latest CX techniques

  • Strong partnership and relationships with the transformation, design teams to help inform and influence the future book of work

  • Manage the relationships across CB and CIB business and functional partners to manage the full book of work and CX programs supported across these functions. Lead monthly stakeholder meetings with CB and CIB partners

  • Own and lead the monthly CX governance forum to drive functional partners to address customer dissatisfaction and complaints

  • Provide executive updates to senior leaders across CB, CIB and CB OC on a regular basis; keep the stakeholders well informed on client sentiment  

  • Closely partner with transformation efforts, design teams and the Marketing team to provide a holistic view of client sentiment

  • Lead the functions and teams through actionable CX insights, drive action plans and root causes, raise awareness of key client issues that are possible gaps in ownership

  • Be a true client advocate while providing relevant influence for change across the businesses


  • 12 years of progressive change management, program management, experience handling complex and large business processes

  • 8+ years of relevant experience in voice of customer or client experience or client related role

  • Ability to synthesize, integrate and design patterns to accurately pull out client sentiment in the wholesale space where volumes may not be directly available

  • Strong relationship and indirect influence skills with Senior MDs

  • Superior writing and verbal communication, presentation skills

  • Self-starter, ability to promote the team’s scope, purpose and be a culture carrier

  • Master’s degree preferred but not required

Req #: 200007776_1
Location: Chicago, IL US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

Keyword: home%20lending


Posted: 2020-02-07 Expires: 2020-03-11

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JPMorgan Chase & Co.
Chicago, IL 60602

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