The J.P. Morgan Wealth Management Client Platforms & Experiences organization is accountable for championing end-to-end client experiences for our Wealth Management clients across both our managed and self-directed investment channels. Our team’s focus is to deliver exceptional products and experiences enabled by technology solutions and in partnership with teams across the organization to put the client and their needs at the center of what we build. As a part of the Client Platform and Experiences team, the brand new CX Success Team aims to fuel and focus teams on high-leverage client problems to solve to drive Client satisfaction and ultimately deepen relationships & reduce attrition and orchestrate end-to-end collaboration to best solve those problems holistically & horizontally. To thrive in the CX Success team, you must be a strategic, curious, & collaborative thinker and doer that wants to roll up their sleeves to continue to find new ways to work and drive client-centric solutions grounded in data-backed problems.   

Job Summary: 

The 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. Your day to day will include: 

In this role, 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 the horizontal priorities our team sets. In this role, you will gain exposure to consumer research, strategic insight generation, product development & agile, and design.  

Job Responsibilities: 

Own the discovery and grounding high-impact client problems to solve to drive Wealth Management CX objectives through hypothesis-led analyses of CX listening posts   Turning discovery into action-oriented insights & recommendations to 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 to ensure our CX listening posts and self-serve dashboards best reflect our Wealth Management channel strategies to measure, monitor, and inform CX roadmaps  You are comfortable working with broad data sets to find strategic insights and takeaways  Must 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:  

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   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  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  Demonstrated proficiency/advanced skills in Excel, PowerPoint and Teams. JIRA, Confluence, SharePoint are a plus.  Familiarity with the Wealth Management business, especially within JPMorgan Chase, is a plus.