JPMorgan Chase Commerce Solutions - Client Experience Manager Dallas, TX/Wilmington, DE/Tampa, FL in Dallas, Texas
The Client Experience Manager will be responsible for ensuring that CSo is delivering an excellent Client Experience, by listening to feedback from our customers through all feedback posts – surveys, verbatim, call monitoring, complaints, and SalesForce. This leader will be responsible for understanding our opportunities and increasing our Net Promoter Score by driving accountability through the leadership of dedicated initiatives aimed at improving our client experience across all CCSo business segments: Sales, Product, Finance, Risk, Operations.
NPS – setting goals, understanding trends, awareness and education
NPS by Region – driving accountability with Sales partners
Understanding satisfaction for National Clients
Partner with CSO in reporting and analytics
Analyze data to make recommendations for improving the client experience.
Drive initiatives for process improvement against top dissatisfiers and top reasons for complaints
External benchmarking to understand competitive landscape, best in class and best practices
Complaints – setting goals, understanding trends, ensuring complete capture and meaningful metrics
Participate in CCB Complaints Improvement Initiative to forecast complaint volume
Execute Monthly Client Experience Executive Update
Execute Monthly Independent Call Listening Program
Strong leadership skills to be able to challenge colleagues, escalate repeat issues and drive long term fixes to improve the customer and employee experience.
Strong strategic thinking; a visionary mindset always seeking ways to enhance processes that improve the client experience.
Ability to communicate effectively with senior leaders, xLOB working group, and key clients to convey information that is accurate and concise.
Maintain strong working relationships with all key-decision makers to ensure accountability and progress.
Ability to lead a team, promote a team environment and work across multiple functions.
Drive change for long term improvement; challenge status quo.
Adhere to all Regulatory and Compliance rules and regulations.
Work effectively within CCB Standards under Complaint Policy and Customer Experience protocol.
Bachelor’s Degree Required
Minimum 8 years in the Financial Services
Credit card industry knowledge preferred; Paymentech business and systems knowledge a plus.
Extensive background in Operations, Client Experience, Customer Service, Marketing Services, Consumer Practices/Treating Customers Fairly.
Demonstrates consistent track record of improvement and driving change. Required Skills
Strategic thinking; proven ability to drive change.
Strong and effective skills in problem solving and analytical reasoning.
Excellent verbal and written skills; able to influence colleagues professionally and with integrity.
Ability to communicate effectively will all levels, including the Executive team.
Show leadership presence, act with fortitude.
Strong customer/client focus while ensuring a sound control environment.
A critical thinker with the ability to understand, dissect and analyze information and provide sustainable solutions; capable of challenging the norm and making recommendations.
Ability to generate support from a wide range of stakeholders and create a strong network of relationships at all levels of the organization.
Ability to facilitate effective meetings with subject matter experts and executive leadership.
Fluent in Microsoft Office (Excel, Word, PowerPoint) and SharePoint.
Job: *Research & Analysis
Organization: *CONSUMER & COMMUNITY BANKING
Title: Commerce Solutions - Client Experience Manager Dallas, TX/Wilmington, DE/Tampa, FL
Location: TX-Dallas-JPMorgan International Plaza 2 / 01804
Requisition ID: 160097666
Other Locations: US-DE-Wilmington-Three Christina Center / 52379, US-FL-Tampa-FS1-4915 Independence Pkw / 02976