Process Improvement Manager

Chase Auto is a leading provider of auto financing with a portfolio of more than $80 billion in assets and relationships with 75% of U.S. franchised automotive dealers. The business is part of the JPMorgan Chase franchise and serves auto dealers, consumers, and vehicle manufacturers. It offers a range of products and services to meet the financial needs of its clients from retail lending, captive financing, and floorplan products to cash management, private banking, and payment processing.

Auto Lending customer experience spans the entire lifecycle of financing for both consumers and dealer clients. The Auto Customer Experience function is responsible for overseeing processes and interactions that often span across products, channels, and lines of business. Our focus is on creating seamless experiences and interactions that bridge various domains and stakeholders, preventing operational disruptions and enhancing the overall customer and client experience.

As a Process Improvement Manager on the Auto Customer Experience (CX) Strategy team, you will develop and execute CX initiatives with a focus on Automotive Commercial Clients in support of our Dealer Commercial Services organization and partners. This role requires a strategic thinker with a strong background in process optimization, change management, and stakeholder engagement. This role is designed for a self-driven leader who thrives in ambiguous environments and can transform vague concepts into actionable insights and measurable results. A successful candidate will embrace a customer-centric view of the Auto Lending business to help drive satisfaction, deepen relationships, and mitigate pain points.

Job Responsibilities

• Work across Chase Auto and other lines of business and functions to develop and implement CX initiatives, including client experience objectives and key results.
• Collaborate with cross-functional teams to identify process inefficiencies and develop solutions that align with business objectives.
• Utilize data-driven analysis to present insights and recommendations to senior leaders
• Develop and maintain client journey maps and process maps to visualize the end-to-end client experience and identify key touchpoints and interactions that impact satisfaction, loyalty, and business opportunities.
• Gather and analyze customer and client data from various sources (e.g., surveys, complaints, operational data) to identify trends, pain points, and opportunities for improvement.
• Create surveys and conduct interviews to capture feedback to inform and refine CX strategies and journey maps.
• Create detailed reports to track CX metrics and communicate findings to partners.
• Excellent written and verbal communication skills with ability to interact with and present to senior leaders.
• Exceptional self-motivation with ability to set priorities and drive results in de-centralized environments.
• Excellent analytical skills with the ability to interpret complex data from a variety of sources and generate actionable insights.
• Proven record of partnering and influencing across a complex and matrixed organization
• Able to successfully identify and navigate changing priorities based on business needs, risk factors, and changes in trends.
• Strong project management skills to manage multiple efforts simultaneously.

• Bachelors' degree and 5+ years' experience in customer experience strategy, continuous process improvement, financial services, management consulting, military leadership or other relevant experience.

• Advanced degree
• Auto Lending experience and/or commercial lending
• Experience with data visualization and analytics tools such as Tableau, Alteryx, SQL
• Experience with process mapping and tools (e.g. Visio)