The J.P. Morgan Wealth Management Client Platforms & Experiences organization is accountable for championing end-to-end client experiences for our Wealth Management clients across both our managed and self-directed investment channels. Our team's focus is to deliver exceptional products and experiences enabled by technology solutions and in partnership with teams across the organization to put the client and their needs at the center of what we build. As a part of the Client Platform and Experiences team, the brand new CX Success Team aims to fuel and focus teams on high-leverage client problems to solve to drive Client satisfaction and ultimately deepen relationships & reduce attrition and orchestrate end-to-end collaboration to best solve those problems holistically & horizontally. To thrive in the CX Success team, you must be a strategic, curious, & collaborative thinker and doer that wants to roll up their sleeves to continue to find new ways to work and drive client-centric solutions grounded in data-backed problems.
Job Summary:
The CX Success Office is seeking a Channel Trends & Insights Customer Success Manager to guide a culture of client centricity through championing the voice of the client and influencing business roadmaps to solve top client problems that drive overall client satisfaction and advocacy. Your day to day will include:
In this role, you will be working on a highly visible Wealth Management agenda that will influence the direction of the J.P. Morgan Wealth Management business through the horizontal priorities our team sets. In this role, you will gain exposure to consumer research, strategic insight generation, product development & agile, and design.
This role may require up to 25% travel.
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 postsTurning 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 70Refining collaborative Op Models with Channel teams, Data & Analytics, Design, Research, Product Owners, & other functional delivery partners to drive a client-centric cultureCollaborating 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 roadmapsYou are comfortable working with broad data sets to find strategic insights and takeawaysMust be intellectually curious and are comfortable consulting across a variety of functional areas and levels with different needs and objectivesEffectively time manage on high-impact deliverables across different projects, partners, and insight discovery effortsProduce excellent, accurate executive level materialsRequired qualifications, Skills, and capabilities:
Excellent organizational skills, keen attention to detail with the ability to multi-task, prioritize competing demands, be versatile and action-orientedStrong relationship-building and influencing skillsStrong 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 impactAbility to recognize and respond well to changing prioritiesAbility to work strategically and collaboratively across departmentsClear communication and presentation skills across variety of executive audiences to articulate insights in a concise & compelling mannerPreferred qualifications, skills, and capabilities:
You are highly organized and thrive in a fast-paced environmentYou love bringing order to complex processes and problem statementsDemonstrated 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.
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
Base Pay/SalaryJersey City,NJ $117,800.00 - $185,000.00 / year
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