JP Morgan Chase & Co.

Executive Director, Customer Experience Governance

JP Morgan Chase & Co. • $120K — $150K *
Delaware, OH 43015In-Person
Business Services
8 - 10 years of experience
4 weeks ago
Job Overview by Ladders

Qualifications

  • 10+ years of leadership in customer experience, UX/UI, or product roles.
  • Expertise in experience design and customer journey orchestration.
  • Proven success in building governance frameworks for customer experience.
  • Ability to influence executive leadership and ensure cross-functional alignment.
  • Strong analytical skills for CX measurement and strategy integration.
  • Exceptional skills in executive communication and stakeholder management.
  • Experience in consulting on customer experience or digital transformation.

Responsibilities

  • Define and communicate a customer experience governance strategy that aligns with business goals.
  • Oversee the review of all customer-facing communications for clarity and consistency.
  • Evaluate projects for UX/UI consistency and adherence to customer experience principles.
  • Develop comprehensive standards for UX/UI, communications, and feedback.
  • Build partnerships with Product, Design, Technology, Operations, and Analytics teams.
  • Govern the lifecycle of customer communications to reinforce brand value.
  • Implement measurement frameworks linking CX performance to business outcomes.

Benefits

  • Opportunity to lead a high-impact team focused on customer experience innovation.
  • Access to training and development for continuous improvement.
  • Collaborative work environment encouraging cross-functionality and partnership.
  • Ownership over setting and evolving governance standards for customer experience.
Full Job Description
JOB DESCRIPTION

The Customer Experience Governance team within Card and Connected Commerce sets the enterprise CX vision and turns into action-establishing clear standards, aligning teams around what “great” looks like, and ensuring every interaction is consistent, high-quality, and on-brand across every journey 
and channel

As a Customer Experience Governance Executive Director in the Card and Connected Commerce team, you will set the strategic direction for customer experience governance and champion the development of enterprise-wide standards. You will collaborate with partners across the organization to ensure every customer interaction is consistent, high-quality, and aligned with our business goals. Your leadership will drive measurable business impact, elevate customer satisfaction, and position us as a leader in customer experience. Together, we will foster a culture of continuous improvement and innovation.

Job Responsibilities:

  • Define and communicate a compelling customer experience governance strategy that aligns with business objectives.
  • Oversee the review and approval of all customer-facing communications for clarity and consistency.
  • Evaluate projects to ensure UX/UI consistency and adherence to customer experience principles.
  • Develop and institutionalize comprehensive standards for UX/UI, communications, and feedback mechanisms.
  • Build strong partnerships with Product, Design, Technology, Operations, and Analytics teams.
  • Govern the end-to-end lifecycle of customer communications to reinforce brand value and support growth.
  • Implement advanced measurement frameworks linking CX performance to business outcomes.
  • Build robust governance structures, forums, and controls for disciplined CX strategy execution.
  • Foster a culture of continuous improvement, learning, and innovation in customer experience delivery.
  • Act as the central authority and thought leader for all CX governance matters.
  • Identify and promote emerging trends and best practices in customer experience.

Required qualifications, capabilities, and skills:

  • 10+ years of progressive leadership in customer experience, UX/UI, or product roles.
  • Expertise in experience design, content strategy, and customer journey orchestration.
  • Proven success building and scaling governance frameworks for customer experience.
  • Ability to influence executive leadership and drive cross-functional alignment.
  • Advanced analytical skills in CX measurement and connecting insights to strategy.
  • Exceptional executive communication and stakeholder management skills.
  • Experience in consulting on customer experience, digital transformation, or governance.
  • Demonstrated ability to lead change across diverse stakeholder groups.
  • Strong track record of delivering measurable business impact through CX initiatives.
  • Commitment to fostering a culture of continuous improvement and innovation.
  • Ability to identify and implement best practices across organizations or industries.

 

About JP Morgan Chase & Co.

JP Morgan Chase & Co. stands at the forefront of the global financial services industry. They offer an expansive array of products and services to a diverse clientele, including individuals, corporations, governments, and institutions. Ever since the merger of J.P. Morgan & Co. and Chase Manhattan Corporation in 2000, this industry-leading entity has become renowned for its comprehensive portfolio encompassing consumer and community banking, corporate and investment banking, commercial banking, as well as asset and wealth management. Headquartered in the vibrant city of New York, JP Morgan Chase & Co. boasts a formidable presence across over 100 countries worldwide.

Unveiling Employment Opportunities at JP Morgan Chase & Co.

Vacancies and Hiring Initiatives

JP Morgan Chase & Co. is continuously on the lookout for talented individuals eager to contribute to its legacy of excellence. The company's recruitment efforts are geared towards identifying candidates with the right blend of skills and qualifications to drive forward its various business segments. Whether you are a seasoned professional or a recent graduate, JP Morgan Chase offers a plethora of job openings across multiple disciplines.

High-Demand Positions

Among the myriad of roles, certain positions stand out for their attractive compensation packages and career advancement prospects. Notably, high-paying jobs at JP Morgan Chase & Co. include Relationship Manager, Branch Manager, and Software Engineer. These roles are critical to the firm's operations and offer lucrative opportunities for those with the requisite expertise.

Navigating the Job Market at JP Morgan Chase & Co.

Leveraging Job Portals and Job Alerts

For job seekers aiming to tap into the opportunities at JP Morgan Chase, staying updated through job portals and subscribing to job alerts is crucial. These tools can provide timely information about job openings, job fairs, and recruitment events, enabling candidates to apply promptly and prepare adequately for interviews.

Preparing Your Job Application

Your job application, comprising your resume and cover letter, is your ticket to securing an interview at JP Morgan Chase. Highlight your qualifications, skills, and experiences that align with the job listing, ensuring you stand out in the competitive job market.

Acing the Interview

Preparation is key to succeeding in your interview with JP Morgan Chase. Familiarize yourself with the company's business segments, values, and recent achievements. Demonstrating how your background and aspirations match the company's goals can significantly increase your chances of employment. A World of Job Opportunites in the Financial Services Industry JP Morgan Chase & Co. offers a world of job opportunities for those seeking to make their mark in the financial services industry. With competitive salaries, comprehensive benefits, and endless possibilities for growth, positions at JP Morgan Chase are highly coveted. By staying informed through job sites, tailoring your applications, and preparing thoroughly for interviews, you can enhance your prospects of joining the esteemed ranks of JP Morgan Chase employees. Explore the job board, seize the job opportunities, and embark on a rewarding career journey with one of the world's leading financial institutions.
Learn more about JP Morgan Chase & Co.
Size
661 employees
Market Cap
$384.5 billion
Industry
Finance & Insurance
Net Income
$29.1 billion
Founded
1823
5 Year Trend
+0.7%
Revenue
$261.5 million
NASDAQ
CCF
* Ladders Estimates

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