J.P. Morgan Wealth Management - Vice President - Channel Trends & Insights Customer Success Manager
Yesterday• Columbus, OH
Wilmington, DE
The Customer Experience (CX) Success Office is seeking a Channel Trends & Insights Customer Success Manager to guide a culture of client centricity through championing the voice of the client and influencing business roadmaps to solve top client problems that drive overall client satisfaction and advocacy.
Job Summary:
As the Vice President - Channel Trends & Insights Customer Success Manager on the Customer Experience (CX) Success Office team you will be working on a highly visible Wealth Management agenda that will influence the direction of the J.P. Morgan Wealth Management business through influencing CX horizontal priorities our team sets. In this role, you will gain exposure to consumer research, strategic insight generation, product development & agile, and design.
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This role may require up to 25% travel.
Job Responsibilities:
- Modernization of CX reporting, including routine delivery of quarterly reports applying business context and industry leading CX frameworks and methodologies
- Discovery and grounding high-impact client problems to solve to drive Wealth Management CX objectives through hypothesis-led analyses of CX listening posts
- Influence CX roadmaps through consulting on annual CX targets, identifying critical CX OKRs and KPIs for the business to monitor, and analyzing listening post data quarterly to understand strategic levers to drive CX metrics - enabling our wider firm goal of delivering an exceptional client experience as measured by an NPS score of 70
- Refining collaborative Op Models with Channel teams, Data & Analytics, Design, Research, Product Owners, & other functional delivery partners to drive a client-centric culture
- Collaborating across the CX Success team and partners to ensure our CX listening posts and self-serve dashboards best reflect our Wealth Management channel strategies to measure, monitor, and inform CX roadmaps
- Experienced working with broad data sets to find strategic insights and takeaways
- Be intellectually curious and are comfortable consulting across a variety of functional areas and levels with different needs and objectives
- Effectively time manage on high-impact deliverables across different projects, partners, and insight discovery efforts
- Produce excellent, accurate executive level materials
Required qualifications, Skills, and capabilities:
- Strong analytical skills with proven ability to compile large amounts of information into clear, high-impact "so what's"
- Proven ability to understand the business problem and develop the best recommendation rooted in business impact
- Excellent organizational skills, keen attention to detail with the ability to multi-task, prioritize competing demands, be versatile and action-oriented
- Strong relationship-building and influencing skills
- Ability to recognize and respond well to changing priorities
- Ability to work strategically and collaboratively across departments
- Clear communication and presentation skills across variety of executive audiences to articulate insights in a concise & compelling manner
Preferred qualifications, skills, and capabilities:
- You are highly organized and thrive in a fast-paced environment
- You love bringing order to complex processes and problem statements
- Previous experience with leading CX transformation
- Demonstrated proficiency/advanced skills in Excel, PowerPoint and Teams. JIRA, Confluence, SharePoint are a plus
- Familiarity with the Wealth Management business, especially within JPMorgan Chase, is a plus.
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.
Client-provided location(s): Columbus, OH, Wilmington, DE
Job ID: JPMorgan-210657754
Employment Type: FULL_TIME
Posted: 2025-08-21T19:07:06
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion