Executive Director - Customer Success

Job Summary

As an Executive Director within the HR Employee Experience organization, you will lead regional execution of customer success and business engagement strategies across the Asia Pacific (APAC) region. In this role, you will serve as a primary interface for HR and senior business leaders, ensuring enterprise initiatives across HR and Technology are adopted effectively and deliver measurable outcomes. You will operate within the Business Engagement and Adoption pillar of the Employee Success organization, focused on driving stakeholder engagement, scaling adoption, and ensuring solutions are delivering value for business and functional leaders and employees across the region.

Job Responsibilities

• Lead regional engagement with HR, Line of Business (LOB) leaders, business managers, and employee segments
• Serve as a trusted advisor to regional HR and business leadership, aligning initiatives to workforce and business priorities
• Serve as the regional representative in HR and business forums, ensuring regional insights are incorporated into execution
• Build and activate employee communities and champion networks to support adoption
• Drive adoption, usage, and satisfaction for enterprise tools and employee services
• Ensure initiatives are understood, adopted, and delivering measurable business value
• Partner with global teams to localize and execute regional or enterprise-wide campaigns and initiatives
• Partner with Employee Success teams to track and report on adoption, engagement, and employee experience metrics and identify regional trends, pain points, and opportunities to improve outcomes
• Establish feedback loops with regional stakeholders to inform continuous improvement and decision-making
• Partner with Line of Business (LOB) leaders and business managers to drive adoption, gather feedback, and ensure initiatives deliver measurable business value
• Lead a high-performing regional team aligned to customer success objectives
• Ensure consistency and scalability of initiatives across markets and business segments

• 8+ years of experience in Financial Services, HR, Technology, Consulting, or related discipline
• Experience leading regional execution of customer success, engagement, or adoption initiatives
• Strong stakeholder management skills with HR leaders, Line of Business leaders, and senior business stakeholders
• Demonstrated ability to drive adoption, engagement, and measurable outcomes at scale
• Excellent communication and executive presentation skills
• Strong program management and cross-functional leadership capabilities
• Ability to operate effectively across global and regional teams

• Experience working across APAC markets and regional organizations
• Experience leading forums, advisory boards, or segment-based engagement models
• Knowledge of employee experience and enterprise technologies
• Familiarity with AI and emerging technologies that enhance employee experience
• Experience leading teams across geographies

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

ABOUT THE TEAM

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.