JPMorgan Chase Chase Merchant Services-Director of Client Experience in Lewisville, Texas

JPMorgan Chase & Co. (NYSE: JPM), is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. JPMC 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 Merchant Services is the global payment processing business for JPMorgan Chase & Co. Chase Merchant Services is the world’s leading merchant acquirer with more than $1 trillion in annual transaction volume in 2017. Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies. The consumer payments industry is rapidly evolving. Chase Merchant Services must continuously innovate and expand our products, geographies and technology to deliver world-class solutions for our clients.

Position Summary:

The director of client experience will obsess on the client, this is a hands-on thought leadership role. Working with a team of talented UX designers and business architects, you will lead the development and delivery of end-to-end client experiences. This is a leadership role requiring a customer-centric view into our solutions, our communications and our interactions. You will bring the smarts of a product manager to understand prioritization and how to measure outcomes. You will engage directly with clients and stakeholders to maintain client empathy and functional goals across the firm. You will work in a fast-paced, rapidly evolving, Agile environment on one of the firm’s top strategic goals

Key Responsibilities:

  • Lead a teamcomprised of Business Architects, Client Leads, Process Designers andbusiness partners to design and drive the ideal end-to-end clientexperience

  • Work with ProductManagers to integrate and prioritize Journey requirements into Productroadmap

  • Lead journey sprintsand reviews in partnership with the Product Manager(s)

  • Utilize your Hands-onskills and get things done (not only high level strategy and theoreticalcustomer journey maps)

  • Understand and engagewith clients on comprehensive set of topics, including strategy, roadmaps,and journey performance

  • Assess impact of(de)prioritization of journey items with Product Manager(s) / ServiceOwner(s), against delivery of end-to-end experience

  • Developguidelines or best practices for designing customer journeys (continuouslyupdate playbook)

  • Setup customer research and user testing (e.g.,customer and staff panels, personas, analytics)

  • Develop and maintain relationships across seniorbusiness stakeholders

  • Prepare, participate and present to seniorexecutives regularly

Minimum Requirements :

· BS degree in a business discipline or Computer Science, Information Systems or equivalent experience required, MBA preferred

· 10 years B2B client experience required, financial service/payments industry preferred

· Well-developed strategic-thinking skills, with the ability to excite and lead others in a highly collaborative environment Sense of urgency with disposition to execute and a demonstrated career of successful program implementations

· Demonstrated experience in driving strategy within a large multi-segment organization, preferably in the payments industry

· Experience in driving multiple parallel projects

· Hands-on capabilities, and proven experience in gathering and transforming customer experience

· Understanding of customer transactions and communication, marketing, operational work flows, ERP technologies, as well as development methodology for a complex multi-business products

· Strong user experience (UX/CX)/design sense, with a record of building great products

· Ability to think like a customer and see our experiences through a customer-centric view

· Top notch written and oral communication skills, including experience presenting to executive leadership, participating in the sales cycle and handling sensitive customer escalations

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.