Affluent Banking Client Experience Senior Associate

Job Description
The Affluent Banking team is focused on managing the Affluent business and innovating the Private Client program for an increasingly competitive and dynamic customer segment representing a $5 trillion dollar opportunity. It is critical that we create a compelling offering and seamless customer experiences for this high priority segment.
As a Client Experience Senior Associate on the Consumer Bank Affluent team, you will lead CX processes and execution for the Affluent segment. This role will support the Affluent team's end-to-end ownership across business outcomes and functions, including customer experience design and reporting, field engagement, and omnichannel customer journeys. The candidate will drive progress on a CX framework to identify and solve client high impact pain points, as well as help improve key client journeys such as servicing and wire transfers. They will work closely with product, Branch, and Operations teams to represent the voice of the client and advocate for an optimal customer experience.
The Client Experience Senior Associate will leverage and develop a multitude of skills, including strategic thinking, project management, analytics, and communication. They will gain exposure to multiple stakeholders across lines of business and functional areas.
The ideal candidate will have a relentless focus on the end-to-end customer experience, the ability to synthesize voice of the client data into actionable recommendations, manage projects and process improvements, and possess excellent interpersonal skills which foster teamwork and collaboration.
Job Responsibilities:

• Becoming a trusted, active member of the Affluent team by developing relationships with Product Owners, Operations, Data & Analytics and field teams, representing the affluent client experience in shared forums
• Develop CX processes to distill insights from quantitative and qualitative client and employee feedback channels
• Synthesize client and employee feedback into actionable strategies and tactics. Apply a competitive lens where applicable to develop recommendations.
• Employ an end-to-end CX approach in order to identify highest impact opportunities, based on key CX metrics such as NPS and complaints
• Work across functions and lines of business to support improvements in key client journeys, to drive seamless experiences
• Work with Data Analytics and Finance to quantify opportunities impacts of CX enhancements
• Partner with Operations and field teams on optimal servicing model, including enabling greater front line empowerments, dedicated servicing teams, tools and capabilities
• Support day-to-day CX management efforts, including preparing business reports, CX highlights, and presentations
• Represent the Affluent Program across functions and lines of business to execute initiatives in a fast-paced environment

Preferred Qualifications, Skills, and Capabilities

• 3+ years of financial services product, CX, or project management experience; banking experience preferred
• Superior project management, analytic, problem-solving, and time management skills. Ability to perform well in a deadline-driven, fast-paced environment.
• Strong communication and interpersonal skills; ability to speak comfortably and effectively to large groups, and to cultivate strong relationships
• Strategic thinker with a relentless focus on the customer experience
• Personable, proactive learner and listener
• Ability to collaborate across a highly matrixed organization and to embrace change in a rapidly changing environment
• Ability to actively work within a team environment while driving accountability for personal goals
• Ability to lead multi-stakeholder projects and workstreams end-to-end
• Bachelor's degree or equivalent experience

To be considered for this role, you may be required to complete a video interview powered by Zoom
About Us
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
About the Team
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.