JPMorgan Executive Director - SMB Mass Segment Customer Experience 

United States, New York, New York 

606481212

• Support on-going evaluation of opportunities to support mass segment Card value proposition enhancements and benefits
• Work to define a comprehensive view of mass segment customer experience pain points, with consideration of cross-channel opportunities
• Develop a framework to evaluate business cases and prioritization for key initiatives to build out a roadmap and backlog
• Serve as a subject matter expert in the voice of the mass segment customer in shaping new customer initiatives
• Drive end-to-end development of key business and capabilities strategies, requirements, and execution activities
• Drive connectivity between NPS score metrics and the Small Business Card CX roadmap

• This will require someone with strong strategic leadership capabilities and organizational acumen
• A strong strategic mindset is needed, with demonstrated ability to develop new strategies across a complex set of considerations
• Previous experience in Card, Retail Banking and/or Digital strategy/product management is strongly preferred
• The successful candidate will have demonstrated success navigating large, complex organizations to deliver exceptional customer benefits and experiences.
• The successful candidate will have a strong working knowledge of agile development practices, capability development, and a data driven leadership