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Chase · 11 hours ago

VP, Card CX Strategic Initiatives and Solutions

450 W 33rd St, New York, NY, 10001, US

Full-time

Onsite

Senior Level, Lead/Staff

$128K/yr - $205K/yr

8+ years exp

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. As a VP, Strategic Initiatives and Solutions, you will shape and execute the customer experience strategy for the Card & Connected Commerce businesses, leading initiatives that enhance journey performance and resolve customer pain points.

BankingFinancial Services

Responsibilities

Embed customer experience (CX) principles into strategy development, roadmap planning, and execution to ensure alignment with organizational goals

Operate with a product owner mindset, translating customer insights into comprehensive, actionable solutions that drive business impact

Lead special projects to address complex business challenges and evolving customer needs, fostering innovation and strategic growth

Demonstrate deep knowledge of the card business and financial services, leveraging industry expertise to inform decision-making

Drive business transformation and deliver measurable results in data-driven environments through effective problem-solving and strategic planning

Stay current on industry trends and best practices to inform and shape the organization’s future-state vision and competitive positioning

Apply advanced analytics expertise to extract meaningful insights from diverse data sources, including AI-driven tools, sentiment analysis, and journey analytics

Influence and engage cross-functional stakeholders through compelling storytelling, clear prioritization, and effective communication

Accelerate execution and drive operational efficiency by coordinating efforts and removing barriers in a collaborative environment

Exhibit robust organizational and project management skills, ensuring efficient delivery of initiatives across cross-functional teams

Monitor, measure, and report on the effectiveness of CX initiatives, using data-driven insights to continuously refine strategies and solutions

Tackle diverse project challenges with pragmatic, results-oriented problem-solving abilities

Communicate complex issues in a clear, concise manner, adapting messaging for various audiences, including senior leadership

Thrive in ambiguous environments, demonstrating adaptability and a willingness to learn new areas, especially within support functions

Qualification

Customer experience strategyAdvanced analyticsFinancial services expertiseCross-functional leadershipData-driven decision-makingJourney mappingProject managementStakeholder managementCommunicationStorytelling abilities

Required

Bachelor's degree required; advanced degree (MBA, MS, or related field) preferred

8+ years of progressive experience in customer experience, strategy, analytics, or related fields within financial services, card business, or data-driven industries

Demonstrated success in strategy consulting, with a track record of driving business transformation and delivering measurable results

Proven experience leading cross-functional teams and managing complex, multi-stakeholder projects

Advanced proficiency in analytics, including experience with AI-driven tools, sentiment analysis, journey analytics, and interpreting machine learning results

Strong data-driven decision-making skills, with the ability to synthesize complex information into actionable insights

Deep understanding of the card business, financial services, and competitive landscape

Excellent communication and stakeholder management abilities

Demonstrated ability to lead special projects and drive innovation

Strong storytelling and prioritization abilities to drive alignment and engagement