As the Executive Director, Customer and Client Experience Strategy within Auto, you will lead a team of program managers and analysts responsible for defining and delivering best-in-class, end-to-end experiences across key journeys, including acquisition, onboarding, servicing, and end-of-term. This leader will establish a clear future-state experience vision, build the business cases required to fund and execute change, and coordinate stakeholders across Product, Operations, Technology, Risk, and other functions to deliver measurable improvements in customer and client outcomes. A significant focus will be on shaping and maturing the commercial client experience.

• Lead, coach, and develop a high-performing team of program managers and analysts; build a culture of customer obsession, disciplined execution, and continuous improvement; operate effectively in a matrix and influence without direct authority.
• Assess current experiences and define a compelling, measurable future-state vision across all touchpoints and channels; set “world-class” standards aligned to strategy and operational realities.
• Own the capture and management of internal and external survey and feedback across consumer and dealer/client experiences; use best practices and benchmarks (e.g., J.D. Power, NPS, CSAT) to drive prioritized actions and measurable improvements.
• Define critical-to-quality requirements to close experience gaps across digital and physical channels (branch, digital, phone); develop fact-based business cases tying experience investments to outcomes (call reduction, time savings, cost savings, relationship deepening).
• Set direction and translate it into actionable, multi-quarter plans aligned to operational targets and enterprise priorities; define success measures and ensure plans are realistic, sequenced, and resourced.
• Analyze feedback, complaints, and operational data to identify root causes and corrective actions; quantify expected impact on CSAT/NPS to guide prioritization and investment.
• Build and maintain a roadmap across the full lifecycle; define listening points, interventions, and measurement at key journey moments to sustain performance and accountability.
• Partner cross-functionally for end-to-end accountability from concept through delivery; provide insights to Chase line-of-business and Auto leadership to improve experience, optimize cost to serve, and strengthen relationships.
• Influence prioritization so experience work is reflected in backlogs, plans, and delivery commitments across Product, Business, Operations, and Technology; align on sequencing, dependencies, and trade-offs to maximize enterprise value.
• Establish tracking for leading and lagging indicators, KPIs/KRIs, incorporating qualitative feedback and complaint trends; deliver executive-ready reporting and support regulatory/risk inquiries with documentation, metrics, and controls-oriented narratives.

• 10+ years of leadership in consumer and/or commercial businesses, with demonstrated customer experience strategy and implementation expertise.
• Proven ability to build, coach, and retain high-performing teams in a complex, matrixed environment.
• Strong analytical, structured problem-solving skills; able to identify root causes and drive corrective actions across complex systems and processes.
• Exceptional communicator; can tailor complex content for audiences ranging from front-line teams to the C-suite.
• Demonstrated customer obsession, intellectual curiosity, and initiative to address difficult topics directly and constructively.
• Agile mindset with sustained focus on improving customer and employee experience.
• Strong capability managing multiple end-to-end workstreams in a fast-paced environment.
• Experience leveraging AI to aggregate, synthesize, and triage large volumes of unstructured data, and align insights to experience taxonomies and subprocesses.
• BS/BA.

• Experience in a Fortune 100 organization and/or a highly recognized customer-centric brand.
• Strong understanding of business drivers and how experience improvements translate to growth, retention, and cost-to-serve outcomes.
• Digital fluency; ability to synthesize large datasets into a clear, decision-ready narrative.
• Experience operating with strong business-controls discipline in a regulated environment.
• Financial services experience preferred; auto industry experience (consumer and/or commercial) strongly valued.