The Affluent Banking team is focused on managing the Affluent business and innovating the Private Client program for an increasingly competitive and dynamic customer segment representing a $5 trillion dollar opportunity. It is critical that we create a compelling offering and seamless customer experiences for this high priority segment.
The Consumer Bank Affluent team is seeking a Client Experience Senior Product Manager to lead Customer Experience (CX) strategy and execution for the Affluent segment. You will support the Affluent team's end-to-end ownership across business outcomes and functions, including customer experience design and reporting, field engagement, and omnichannel journeys. You will also own and drive progress on a CX framework to identify and solve client high impact pain points, as well as improve key end-to-end experiences such as servicing and wire transfers. As the Senior Product Manager, you will work closely with product and policy owners, in addition to Branch and Operations teams to represent the voice of the client and advocate for an optimal customer experience.
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The Client Experience Manager will leverage and develop a multitude of skills, including strategic thinking, influencing, program management, analytics, and communication. You will gain exposure to senior level leaders and multiple stakeholders across lines of business and functional areas. You will have a relentless focus on the end-to-end customer experience, the ability to influence stakeholders and implement programs/process improvements across the organization and possess excellent interpersonal skills which foster teamwork and collaboration.
Job Responsibilities
- Becoming a trusted, active, and visible member of the Affluent team by developing relationships with Product Owners, Fraud / Risk, US Wealth Management, Operations and Branch teams, representing the affluent client experience in shared forums
- Manage and enhance a CX framework and processes to distill insights from quantitative and qualitative client and employee feedback channels
- Synthesize client and employee feedback into actionable strategies and tactics. Apply a competitive lens where applicable to develop recommendations
- Employ an end-to-end CX approach in order to identify highest impact opportunities, based on key CX metrics such as Net Promoter Score (NPS) and complaints
- Work across functions and lines of business to implement improvements in key client journeys such as payments, to drive seamless experiences
- Partner with product and process owners to deliver CX enhancements, negotiating prioritization across various teams' roadmaps
- Liaising with Legal, Risk, Control and Compliance partners as part of enhancing the customer experience across key journeys
- Work with Data Analytics and Finance to quantify opportunities impacts of CX enhancements
- Partner with Operations and Branch teams on optimal servicing model, including enabling greater Specialist empowerments, dedicated servicing teams, Banker support, and tools and capabilities
- Leverage influencing and stakeholder management skills to gain buy in on CX recommendations
- Represent the Affluent Program across functions and lines of business to execute initiatives in a fast-paced environment
Required qualifications, capabilities, and skills
- 6+ years of experience in product or project management within the financial services sector; banking experience is highly valued.
- Excellent project management, problem-solving, and time management skills, with the ability to excel in a fast-paced, deadline-driven environment.
- Outstanding interpersonal skills, capable of cultivating and maintaining strong relationships with colleagues at all levels.
- Exceptional communication skills, with the ability to speak confidently and effectively to large audiences; experienced in engaging and influencing senior stakeholders.
- Strategic thinker with a strong focus on enhancing customer experience.
- Proficient in managing and creating structure, and fully adaptable to change in a rapidly evolving environment.
- Skilled in working collaboratively within a team while maintaining accountability for personal objectives.
- Capable of influencing and collaborating across a complex, matrixed organization.
- Experienced in leading multi-stakeholder projects and workstreams from inception to completion.
- Independent, personable, proactive learner and attentive listener.
- Bachelor's degree or equivalent professional 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 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 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 are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.