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Digital Customer Experience Transformation Manager

Req #: 170112032_1
Location: Columbus, OH, US
Job Category: Real Estate Finance
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


Position Overview:

Working in conjunction with the Home Lending Digital Product team, the Digital Customer Experience Transformation Manager will help drive the Consumer Fulfillment digital transformation by working closely with the functional leaders and key stakeholders in Sales, IT, Risk and Controls.   Individual will be directly responsible for creating and executing the Consumer Fulfillment strategy and roadmap.   The ideal candidate will set direction, drive innovation, inspire and coordinate cross functional teams to deliver an outstanding customer experience across every interaction.    The position requires an entrepreneurial mindset and ability to identify opportunity and deliver results.  The successful candidate will develop a deep understanding of how to design, build and deliver an optimal solution to the customers.

Candidate must be highly analytical, self-driven, and able to operate in a fast-paced environment. You are someone who welcomes complex challenges, and relishes the opportunity to architect a solution. Your success in this role will require that you’re a hard worker, exceptional communicator, and technically inclined.



       The successful candidate will own the digital mortgage experience in a customer facing environment for our Consumer Originations Fulfillment team

       The successful candidate will bring fresh thinking to the mortgage experience be willing to challenge the status quo and create a best in class experience for customers and employees

       Assess and benchmark current digital properties, including web, mobile, social, and data capture/utilization vs best-practices within and outside the home lending / mortgage industry.

       Identify and prioritize key gaps to be filled in achieving our vision, including but not limited to capabilities, staffing /organization, and technology

       Demonstrate, in compelling fashion, ROI/cost-benefit rationale for the recommended roadmap.

       Partnering with Sales, evolve our approach to collecting and applying customer information to activities that drive segmentation, contact strategies and messaging in home lending product and service execution

       Partnering with Home Lending Digital product team to bring Digital Mortgage experience to life

       Work with vendors and internal teams to meet target deliverables


       Bachelor’s degree in Digital Design or previous experience providing strategic advisory services related to digital implementations

       Prior experience working with multiple stakeholders, team and executives

       Strong prioritization skills and ability to quickly re-prioritize in a dynamic,     matrixed environment

       Strong ownership, urgency and drive to deliver the right client experience

       Customer Obsessed

       Act as an Owner

       Ability to innovate and simplify

       Relentlessly optimistic

       Intellectually curious always looking to learn

       Attentive to details

       Ability to work independently and manage multiple priorities in a fast-paced environment

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