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Customer Obsession Transformation Executive

Req #: 180015889
Location: New York, NY, US
Job Category: Branch Banking
Potential Referral Amount: 0 US Dollar (USD)
Here at Chase, our business is transforming to better serve customers today and 10 years from now. We want to build a “One Chase” community that customers want to be a part of and don’t want to leave.  Your in-depth knowledge of evolving trends in Customer Experience mechanisms will help drive us closer to our goal of strengthening our lifelong relationships with customers to help them make the most of their money. Here, you'll work with talented people who are eager to anticipate our customers’ and employees’ needs and exceed their expectations every day. We strive to see everything we do through their eyes and delight them with great innovations and experiences. Come help us shape the banking experiences of the future!
The role requires a hands-on individual with a continuous improvement mindset and an attention to detail. You will consistently partner with internal stakeholders across the broader One Chase agenda to ensure shared end-to-end accountability across lines of business. You will be expected to foster and deepen relationships to create the One Chase roadmap to improve the customer experience. You bring strong customer measurement skills and strategic thinking, along with the ability to think about what is and what could be.
  • Define/develop mechanisms and strategies that enable customer/employee obsession to permeate every aspect of the business. This includes a familiarity with mechanisms such as “?” email, PR/FAQs, Customer Obsessed Hiring, Andon Cord, Follow-Me Home, Customer Driven Innovation, Design for Delight, F.O.R.U.M., etc.  Collectively these mechanisms will define the Chase approach to Customer Obsession (aka One Chase Way)
  • Manage Customer Obsession mechanisms through the product life cycle, including ideation, business case development, requirements research (with customers and employees), definition of features, test and learn pilots, and general availability roll out
  • Develop initiatives to seamlessly integrate aforementioned mechanisms into the Consumer & Community Bank (CCB) playbooks.
  • Partner with all internal stakeholders to deploy One Chase Way across CCB
  • Creates roadmap to improve customer experience and deepen relationships across the journey
  • Develop, manage, and empower a team of process and project managers to deliver Customer Obsession strategic projects, and be meaningful influencers of the business.
  • Continuously improve the efficiency and quality of delivering Customer Obsession Mechanism projects within the required timeline, scope, and budget.
  • In-depth understanding on how Customer Obsession projects align to broader organizational goals and benefits.
  • Utilize team development and motivational techniques to continue to raise the bar in performance and quality.
  • Seeing, accounting for, and coaching others in the Customer Obsession “big picture” and being able to tie these initiatives to One Chase Way.
  • Familiarity with impactful module design, and customer measurement systems.
  • Dedication to identifying the Customer Obsession opportunities of tomorrow.
  • 7+ years’ managing business requirements, process plans, process implementation schedules, and associated process materials.
  • Intellectual curiosity, and passion about customers and employees.
  • Partners seamlessly with executives, senior leaders, line managers and other stakeholders.
  • Adapts quickly to changing business needs, while collaborating with cross-functional teams of stakeholders.
  • Excellent written and verbal communication skills, including an ability to assess the impact of new process or project requirements on existing complex businesses.
  • Proven track record of driving measurable improvements in customer experience in a transforming environment.
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