Home Lending's Customer Success team focus on lead generation, is a strategic area of focus for the Home Lending business. It defines the strategy and manage a multi-year program and associated roadmap in partnership with Home Lending functions as well as other product areas across Consumer & Community Banking. This roadmap will allow our business to move to target state technology and processes and lay the foundation to enable increased generation of high quality lead volume and to execute marketing and digital acquisition tactics in a more nimble, targeted, and effective fashion. Continued acceleration in quality lead delivery will deliver results against Home Lending Objectives and Key results associated with upper funnel performance targets (e.g., lead generation).
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As a Vice President - Customer Success Manager within the Home Lending Transformation Team, you will support this work with the Customer Acquisition Strategy Lead by partnering to develop a multi year strategy for enhanced lead generation with business stakeholders, then working across the business and non-HL partners to translate that strategy into tangible deliverables and goals for the working teams, ensuring workstream progress in a data driven and disciplined manner. This will include interfacing and creating content to engage a wide range of senior management.
Job responsibilities
- Understand and reinforce Home Lending's customer acquisition strategies
- Understand intersection between, and dependencies across, workstreams
- Analyze deliverable performance against stated objectives and success measures in partnership with Data & Analytics and other relevant stakeholders to assess performance and inform recommendations and next steps
- Collaborate with stakeholders to understand and address challenges promptly, and with precision, while ensuring that teams are empowered to execute and deliver with quality
- Anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems
- Own complex and ambiguous situations, overcome obstacles, and deliver outcomes
- Leverage customer, operational, and adoption/engagement analytics to develop, evaluate, and advocate potential solutions
- Advocate and maintain a strong control environment across workstream activity
- Build relationships with multiple diverse stakeholders across JPMorganChase
Required qualifications, capabilities and skills
- 5+ years of experience or equivalent expertise in customer success, internal strategy, or management consulting roles in financial services
- Demonstrated ability to influence strategy adoption and lead generation performance
- Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels
- Proven ability to learn new technologies and teach it to others
Preferred qualifications, capabilities and skills
- Experience in one or more of Home Lending, Marketing, Digital Channels, P&I, CAMP, or Sales
- Experience with strategic structuring and frameworks
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.