Vice President, High Net Worth Card Customer Experience

We are looking for smart, dynamic talent to join the High Net Worth (HNW) Card Product Strategy team, focusing on driving growth and delivering on the product vision for our HNW client segment and the J.P. Morgan Reserve card portfolio. The successful candidate for this role must be able to build and leverage cross functional relationships to drive meaningful value and experiences for our clients, and effectively deliver and execute on key product initiatives and strategies, with an analytical yet client-focused lens.

Key Responsibilities:

• Serve as a key leader and champion of ongoing product & client experience optimization across the HNW client segment
• Own end to end customer experience of the HNW Card client, including digital capabilities, servicing strategy, and travel
• Support development of our client experience strategy through industry awareness and competitive insights, market research studies, and customer segmentation and behavior analysis
• Liaise with operations, wealth, and travel partners to analyze client experience drivers and identify enhancements 
• Lead cross functional working teams in order to deliver on our product roadmap and client experience enhancements
• Create rigor around client experience feedback loops and reporting to understand and iterate client strategies and roadmap
• Develop materials for Business Reviews with executive leadership and other forums by crafting a comprehensive story of the HNW customer experience north star & product strategies

Qualifications:

• 8+ years of experience in product strategy, consulting, or client experience in financial services. Credit card or payments industry experience is a plus
• Proactive, strategic, and results driven with the ability to prioritize and manage multiple complex initiatives and deliverables at the same time
• Strong understanding of customer insights, P&L dynamics, and data analysis to inform product decisions 
• Highly focused on the customer, with track record of continually improving the customer experience
• Excellent written and verbal communication skills, with experience synthesizing information into executive level presentations
• Outstanding relationship management skills and ability to influence and drive recommendations within a highly matrixed Company structure
• Effective in a fast-paced, deadline-oriented environment
• BA degree or equivalent required, MBA preferred
• Customer-obsessed, with experience translating customer insights, P&L dynamics, and data analysis into product strategies
• Experience working with High Net Worth clients and/or in luxury goods & services

Preferred qualifications:

• Customer-obsessed, with experience translating customer insights, P&L dynamics, and data analysis into product strategies
• Experience working with High Net Worth clients and/or in luxury goods & services