Customer Experience Strategy Manager - Vice President

Help shape experiences that customers remember for the right reasons. In this role, you will turn customer insights into practical changes that reduce friction, improve outcomes, and strengthen long-term loyalty.

Job Summary

As a Customer Experience Strategy Manager, you lead initiatives that improve the end-to-end customer experience across partner card servicing. You use customer feedback, journey insights, and performance data to identify pain points, design solutions, and drive implementation with Operations, Marketing, Product, Design, Data, and Technology teams. You help us prioritize what matters most, measure results, and ensure customer needs are represented in decisions.

Job Responsibilities

• Understand the end-to-end customer lifecycle for partner card programs and identify opportunities to improve the experience
• Serve as the day-to-day liaison between product teams and the card servicing strategy team to align priorities and execution
• Partner with Operations, Marketing, Product, Design, Data, and Technology to define, prioritize, and deliver experience improvements
• Translate customer and performance insights into clear problem statements, root causes, and actionable solutions
• Build business cases that quantify customer impact and operational benefits to support prioritization decisions
• Establish and monitor key performance indicators to measure initiative effectiveness and customer outcomes
• Lead discovery activities such as call listening, journey mapping, data mining, focus groups, and competitive reviews
• Coordinate end-to-end implementation plans, including timelines, dependencies, and change readiness with partners
• Create concise updates and reports for senior leaders highlighting progress, results, risks, and next steps
• Advocate for customers by ensuring their needs are considered in design and policy decisions
• Identify opportunities to simplify processes and automate manual work to reduce customer effort

Required Qualifications, Capabilities, and Skills

• Experience improving customer experiences in a service, operations, product, or strategy role
• Strong analytical skills, including the ability to interpret trends, identify root causes, and make data-informed recommendations
• Experience collaborating across multiple teams and aligning stakeholders on shared priorities
• Ability to structure ambiguous problems and move from insight to execution
• Strong written and verbal communication skills, including executive-ready updates and storytelling with data
• Experience defining success measures and tracking outcomes over time
• Comfort engaging directly with customer feedback sources (calls, complaints, surveys, journey insights)
• Ability to manage multiple initiatives simultaneously while maintaining attention to detail
• Sound judgment and a focus on risk-aware, customer-friendly solutions
• Bachelor’s degree or equivalent practical experience

Preferred Qualifications, Capabilities, and Skills

• Experience in financial services, lending, or credit card customer experiences
• Demonstrated success in process improvement and operational change delivery
• Familiarity with digital servicing journeys and self-service experiences
• Experience with automation, workflow improvements, or technology-enabled service enhancements
• Experience facilitating workshops (journey mapping, root cause analysis, solution design)
• Experience creating partner-facing or leadership-facing performance reporting

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. 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