The Customer Experience (CX) Success Office is seeking a Channel Trends & Insights Customer Success Manager to guide a culture of client centricity through championing the voice of the client and influencing business roadmaps to solve top client problems that drive overall client satisfaction and advocacy.  

Job Summary:  

As the Vice President - Channel Trends & Insights Customer Success Manager  on the Customer Experience (CX) Success Office team you will be working on a highly visible Wealth Management agenda that will influence the direction of the J.P. Morgan Wealth Management business through influencing CX horizontal priorities our team sets. In this role, you will gain exposure to consumer research, strategic insight generation, product development & agile, and design. 

This role may require up to 25% travel.  

Job Responsibilities: 

Modernization of CX reporting, including routine delivery of quarterly reports applying business context and industry leading CX frameworks and methodologies Discovery and grounding high-impact client problems to solve to drive Wealth Management CX objectives through hypothesis-led analyses of CX listening posts Influence CX roadmaps through consulting on annual CX targets, identifying critical CX OKRs and KPIs for the business to monitor, and analyzing listening post data quarterly to understand strategic levers to drive CX metrics – enabling our wider firm goal of delivering an exceptional client experience as measured by an NPS score of 70 Refining collaborative Op Models with Channel teams, Data & Analytics, Design, Research, Product Owners, & other functional delivery partners to drive a client-centric culture Collaborating across the CX Success team and partners to ensure our CX listening posts and self-serve dashboards best reflect our Wealth Management channel strategies to measure, monitor, and inform CX roadmaps Experienced working with broad data sets to find strategic insights and takeaways Be intellectually curious and are comfortable consulting across a variety of functional areas and levels with different needs and objectives Effectively time manage on high-impact deliverables across different projects, partners, and insight discovery efforts Produce excellent, accurate executive level materials 

Required qualifications, Skills, and capabilities: 

Strong analytical skills with proven ability to compile large amounts of information into clear, high-impact “so what’s”   Proven ability to understand the business problem and develop the best recommendation rooted in business impact  Excellent organizational skills, keen attention to detail with the ability to multi-task, prioritize competing demands, be versatile and action-oriented   Strong relationship-building and influencing skills   Ability to recognize and respond well to changing priorities   Ability to work strategically and collaboratively across departments Clear communication and presentation skills across variety of executive audiences to articulate insights in a concise & compelling manner 

Preferred qualifications, skills, and capabilities: 

You are highly organized and thrive in a fast-paced environment  You love bringing order to complex processes and problem statements   Previous experience with leading CX transformation Demonstrated proficiency/advanced skills in Excel, PowerPoint and Teams. JIRA, Confluence, SharePoint are a plusFamiliarity with the Wealth Management business, especially within JPMorgan Chase, is a plus.