Business Banking Client Insights Vice President
The Business Banking Client Insights Team advocates for our clients by analyzing data to uncover themes and actionable insights to improve the customer experience. We leverage data from internal and external customer surveys, employee feedback and customer complaints to identify themes, influence decisions and align on key priorities to improve the customer experience.
This is a highly visible role with direct exposure to both Business Banking and Consumer Banking senior leadership, and the opportunity to collaborate with omnichannel teams to design and deliver a best-in-class client experience.
As the Client Insights Vice President within Business Banking, you will own multiple forums with the Business Banking CEO and their leadership team to influence key priorities to improve the client experience. Additionally, you will own a frequent update to a cross-Line of Business leadership forum with Business Banking and Consumer CEOs and Field leadership. You will serve as a trusted thought leader to senior stakeholders, delivering recommendations, robust implementation plans, and execution support to realize business improvement targets while measuring and celebrating the success of each initiative. This role will leverage your analytical skills, ability to influence, teamwork, PowerPoint expertise, critical thinking, as well as your organization and project management skills.
Job Responsibilities
Synthesize and interpret highly complex data from various sources to identify, evaluate, and measure impact of customer pain points, uncover insights, and make strategic, data-driven recommendations.
Influence change and drive accountability with internal business partners to deliver relevant, contextual responses, status updates, and product or process roadmaps.
Own, prepare, distribute, and present materials, providing valuable data and thought leadership to Business Banking CEO and senior leadership focused on key initiatives to improve customer experience.
Document and track product and process enhancements intended to address critical pain points—clearly articulating what is to be solved, why it is significant, and when/how it will be implemented and/or impediments blocking meaningful progress and quantifying benefits to all impacted parties.
Summarize complex data sets and initiatives into clear conversations and recommendations to improve customer pain points.
Lead process documentation for controls within Client Insights team including primary point of contact for Exam Readiness within the team.
Required Qualifications, Skills And Capabilities
Excellent stakeholder management skills and the ability to navigate, collaborate, and influence across a matrixed organization of cross-functional teams including our CAO, Product, Digital, Technology, National Sales, Marketing, and Operations teams.
Exceptional communication skills, comfort presenting recommendations to senior management.
Advanced PowerPoint/PitchPro skills.
Excellent verbal and written communication skills.
Ability to effectively manage multiple concurrent projects and proven project management experience working autonomously in a fast-paced environment.
Self-starter, creative problem-solver, who is highly proactive, positive, resourceful and collaborative.
College degree or equivalent and 5+ years proven work experience.
ABOUT US
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, discretionary incentive compensation which may be 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
About The Team
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Finance and Sales
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