JPMorgan JP Morgan Wealth Management - Customer Success Manager -Vice President 

United States, Delaware, Wilmington 

323850784

Job Responsibilities:

• Own the discovery and grounding high-impact client problems to solve to drive Wealth Management CX objectives through hypothesis-led analyses of CX listening posts
• Turning discovery into action-oriented insights & recommendations to 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
• Facilitating high-impact end-to-end journey re-designs and other strategic CX initiatives
• 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 to ensure our CX listening posts and self-serve dashboards best reflect our Wealth Management channel strategies to measure, monitor, and inform CX roadmaps
• You are comfortable working with broad data sets to find strategic insights and takeaways
• Must 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

ualifications, Skills, and capabilities:

• 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
• 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
• 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
• 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.