Executive Director, Customer Strategy

Help improve the experiences customers rely on every day by identifying what matters most and turning insights into action. In this role, you will set the direction for customer experience improvements across card and connected commerce and drive measurable outcomes.

As an executive director cx strategy insights in Card and connected commerce, you lead the enterprise customer experience agenda by identifying the highest-impact pain points, translating insights into strategic priorities, and driving cross-functional initiatives that improve outcomes. You serve as a connector across product, marketing, operations, digital, analytics, technology, and risk and controls to ensure investments are prioritized, governed, and measured consistently. You build strong operating rhythms and measurement to improve customer experience at scale.

Job Responsibilities:

• Set the enterprise card customer experience strategy and multi-year roadmap, including outcomes, sequencing, and execution plan for priority improvements.
• Identify and quantify customer pain points using voice of customer, net promoter score, complaints, journey analytics, behavioral data, operational metrics, and business indicators.
• Translate insights into prioritized actions, including measurable key performance indicators, customer outcome targets, and value cases.
• Drive alignment and execution by convening forums across product, digital, marketing, operations and servicing, contact centers, data and analytics, technology, and risk and controls.
• Lead strategic customer experience initiatives by partnering with product teams to define solution strategies and providing governance to drive accountability and timely delivery.
• Build enterprise measurement by developing scorecards, leading indicators, and dashboards, and driving course-correction based on results.
• Influence senior leaders through executive storytelling, producing decision-ready materials and facilitating discussions to drive decisions and accountability.
• Build and lead high-performing teams and scalable operating routines that institutionalize customer-centric decision-making.

• Ten or more years of relevant experience in product strategy within a dynamic, fast-paced environment.
• Extensive experience in customer experience strategy, product strategy, management consulting, or enterprise transformation in large, complex organizations.
• Proven ability to build alignment and drive measurable outcomes in highly matrixed environments without direct authority.
• Demonstrated analytical rigor synthesizing voice of customer, journey metrics, operational performance, and business results into prioritized decisions.
• Expertise in governance, prioritization, and operating model design, including scalable planning processes, decision frameworks, and accountability routines.
• Exceptional executive communication and storytelling skills, including producing clear, concise leadership materials.
• Track record leading complex cross-functional initiatives from problem definition through implementation, measurement, and sustained adoption.
• Experience building and leading high-performing teams, including coaching talent and establishing a culture of customer-centricity and accountability.

• Experience leading strategy and product development in financial services, loyalty, or technology-driven organizations.
• Experience using artificial intelligence tools to improve efficiency across the product development life cycle.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

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. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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

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.

The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.