Vice President - Customer Experience Strategy and Program Management

Job Description
The Card Customer Experience team identifies and drives strategic, high impact initiatives that deliver great experiences customers love, and help to achieve industry leading customer satisfaction as measured by Net Promoter Score.
As the Vice President - Card Customer Experience Program Manager you will work cross-functionally to create and manage a backlog of initiatives to develop new or enhance existing customer experiences. You will be part of broader efforts to work more quickly and purposefully by assessing and prioritizing initiatives across the Card, Connected Commerce, and Digital Channels team.
As a program management lead, you will ensure the right operating model, program structure, and management routines are in place to continually prioritize initiatives based on guiding principles and criteria and manage and track progress across product area groups for development. As an initiative-taker, you will drive the agenda and urgency to pursue progress while setting and meeting timelines. You will provide regular updates to leadership on initiatives and provide escalation support. Partnering across a diverse set of teams, business groups, and product teams, you will leverage relationships to collaborate and advance business objectives. This includes helping to tell the customer experience story across audiences, reporting against key initiatives and team progress and acting as the glue across many different activities across businesses to drive change through experiences.

• Leverage existing ways of working from across Card, Connected Commerce and Digital ecosystem to define and establish a management routine (including tollgates and deliverables) to vet, prioritize, and advance initiatives from ideation to launch.
• Collaborate across Card, Connected Commerce and Digital product teams to advance initiatives, identify and implement best practices, and provide data and content for leadership updates.
• Establish and enable accountability for deliverables and timelines that support initiative development and implementation.
• Present periodic portfolio and roadmap reporting and updates to leadership, highlighting progress or challenges for escalation.
• Own the analytics and reporting of customer experience impact across businesses and projects driven by the team, which includes tracking the impact of individual initiatives and forecasting those that are beginning to roll out
• Act as the lead storyteller, leveraging your understanding of the teams' priorities and goals to convert data into measures of success and areas of opportunity
• Lead coordination efforts across the central Customer Experience team and those that sit across Brand, Co-Brand and Commerce
• Own ad-hoc strategic projects to support the elevation of NPS, reduction of complaints and call volume across key customer journeys (e.g., point-of-sale declines, alerts and notifications, transaction reviews)
• Build strong relationships and partner effectively across partner LOBs and various stakeholders to CX deliverables.
• Empower colleagues and stakeholders though accountability and bias toward action with appropriate urgency.

• Experience beyond project management of individual efforts - this role is not a traditional project manager role, but rather the management of large-scale programs
• At least 5 or more years of program management and/or business management experience, ideally in the financial services sector, with a dual focus on strategy and execution
• Excellent communicator with strong presence and the ability to create and deliver clear and concise content with the relevant accompanying visuals.
• Ability to define business tradeoffs and value; generate out-of-the-box solutions, and cut through ambiguity to drive results
• Effective collaborator and engaging communicator with the ability to inspire, influence and align various cross-functional stakeholders.

• Proficiency with project tools such as Microsoft Project, Confluence, JIRA, and status templates
• Product development and business agile experience preferred
• Integrity and track record of driving change and proven problem solving leadership.
• Self-driven and organized with the ability to effectively prioritize and execute on multiple concurrent initiatives.
• Rigorous, structured thinker with the ability to identify and articulate rationale, assumptions, risks, and solutions.
• Creates trust and demonstrates credibility across lines of business and functions, work well in cross-functional teams, and influence key stakeholders.

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. For those in eligible roles, discretionary incentive compensation which may be 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 offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.