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JPMorgan Chase Segment Experience Lead Executive Director in New York, New York

JPMorgan Chase is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing and asset management. The firm serves millions of customers in the U.S. and many of the world's most prominent corporate, institutional and government clients.

Our Consumer & Community Banking (CCB) organization is dedicated to serving nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits. As part of the group, you will support the delivery of award-winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. You will be empowered to contribute to the development and delivery of cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients. Our mission is to create engaged, lifelong relationships with current and future customers and we put our customers at the heart of everything we do.

CCB has undergone a massive transformation to a product-aligned organization, which has allowed us to accelerate our focus on customer experiences. The newly formed Customer Experience (CX) and Personalization team is tasked with powering extraordinary customer experiences by leveraging cutting edge data, machine learning / artificial intelligence. It will be working at the heart of CCB to transform our customer experiences across digital and other channels to be highly tailored and personalized. We are building a center of excellence that will take our significant data assets, make it easy to consume, and apply the right intelligence and metrics to completely transform our experiences for various customer segments. We are looking for an Segment Executive Director to drive development and implementation of a unified Customer Experience strategy for the segment across the organization.


  • This role will report to the Head of Customer Experience and Personalization will manage the operating mechanisms by segment

  • Drive personalization / differentiation tactical efforts, influencing decision making within senior-level audiences and building consensus among cross-functional teams

  • Drive segment strategy and specific outcomes in partnership with the lines of business, products, channels and design

  • Set business objectives for segment and lead cross-functional teams to achieve them

  • Responsible for maintaining roadmaps, statuses, risks and issues and reporting progress on key items related to the segment

  • Lead the tracking of core metrics and drivers, ensuring strong progress across all products

  • Coordinate dependency management activities and help to resolve issues

  • Act as primary interface for the Segment with all support groups including the Agility Office, Finance, Risk and Control

  • Network with broader Product Management community to import and share best practices

  • Manage 1-2 direct reports to support broader segment strategy


  • Seasoned business leader with +10 years of experience at a management consulting firm or on a corporate strategy team

  • Experience in program and project management disciplines, preferably in the connection of multi-year large successful transformations

  • BS/ BA degree, MBA or Master's degree preferred

  • Experience influencing and collaborating with senior stakeholders in a matrixed organization

  • Excellent problem structuring and problem solving skills

  • Outstanding communication, interpersonal and presentation skills

  • Expertise in working in partnership with colleagues throughout the firm, and in leading collaborative teams to achieve common goals

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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans