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Head of Customer Experience, Chase Auto Finance

Req #: 170104366
Location: New York, NY, US
Job Category: Digital
Potential Referral Amount: 0 US Dollar (USD)

 

About Chase

 

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to Chase.com.

 

 

Position Overview:

 

The Head of Customer Experience is responsible for partnering with the Auto Finance & CCB senior leadership team to create an end to end, best in class experience for our customers.  Auto Finance has three constituents that define our customer: (1) end consumers, (2) strategic partners, and (3) dealers.  The role will guide the transformation of our customer journey with a focus on growing engaged customers.  The ideal candidate will set direction, drive innovation, inspire and coordinate cross functional teams to deliver an outstanding customer experience across every interaction.   

 

 

Responsibilities:

 

  • Define the future state vision for a world class customer experience and develop diagnostic scorecard

  • Create actionable strategic plans and benchmarks performance against key operational targets/goals

  • Create road map to improve the customer experience and deepen relationships (listening points and interventions for each point along the journey)

  • Partner with all internal stakeholders to ensure end to end accountability for driving results to support evolving customer needs

  • Understands the landscape of best practices and benchmarking across the industry and relevant surveys (JD Power, NPS scores, etc…)

  • Develops fact based business case assessments to drive the best investments and ensure consistency and standardization across big data

  • This individual will work closely with Chase LOB CEO’s and Auto Finance business heads to provide the CCB businesses and Auto business heads with critical information and insights needed to positively impact the customer experience, optimize cost to serve, and deepen Chase customer relationships

  • Responsible for addressing business issues such as risk, legal and compliance and managing resolution

  • Promote a strong control environment by adhering to risk/control expectations, procedures, and processes

 
 
 
 
 
 
 
 

Responsibilities:

 

  • Define the future state vision for a world class customer experience and develop diagnostic scorecard

  • Create actionable strategic plans and benchmarks performance against key operational targets/goals

  • Create road map to improve the customer experience and deepen relationships (listening points and interventions for each point along the journey)

  • Partner with all internal stakeholders to ensure end to end accountability for driving results to support evolving customer needs

  • Understands the landscape of best practices and benchmarking across the industry and relevant surveys (JD Power, NPS scores, etc…)

  • Develops fact based business case assessments to drive the best investments and ensure consistency and standardization across big data

  • This individual will work closely with Chase LOB CEO’s and Auto Finance business heads to provide the CCB businesses and Auto business heads with critical information and insights needed to positively impact the customer experience, optimize cost to serve, and deepen Chase customer relationships

  • Responsible for addressing business issues such as risk, legal and compliance and managing resolution

  • Promote a strong control environment by adhering to risk/control expectations, procedures, and processes

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