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.

Job Summary: 

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 to ultimately deepen relationships & reduce attrition – with a main focus of orchestrating shared CX objectives and 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.

As the Measurement & Enablement Customer Success Manager on the Customer Experience (CX) Success Office team, you will enable a culture of client centricity through developing, defining, and ensuring we have the best CX methodologies, listening posts, and self-serve dashboards that drive actionable insights influencing business roadmaps to solve top client problems that impact our business objectives. 

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: 

Immerse yourself in business strategy to deliver against CX measurement and enablement workstreams that align to business strategies and enable VoC to be core to decisions Use in-depth knowledge of best-in-class CX and research methodologies to confidently review, audit, and refine existing methodologies and listening posts for increased actionability balancing trend impacts Create and support a client-centric culture through creation of intelligent self-serve resources that enable the business to integrate VoC in their day to day decisions, including but not limited to survey dashboards, trainings, office hours, and consultation of research best-practices for research projects Own VoC methodology & self-serve roadmap and manage the capacity with our centralized survey execution teams to deliver VoC enhancements aligned to business requirements, priorities, and expectations – informed by our own Channel Insights team and business partners Build relationships and operating models across insights teams, execution teams, and stakeholders to ensure research synergies and strategic connectivity to enable client-centric cultures and decisions Ensure our methodologies are compliant to firm-wide regulatory requirements, including maintaining a verbatim complaint review process and associated set of controls Navigating stakeholder conversations to balance their objectives with firm-wide objectives and research best practices—ultimately ensuring we land on the best VoC solutions

Required qualifications, Skills, and capabilities:  

Previous experience with business-oriented research methodologies, quantitative and qualitative, and applying insights to influence business decisions  Prior experience with people leadership Excellent organizational skills, keen attention to detail with the ability to be curious while effectively prioritize competing demands, be versatile and action-oriented  Strong relationship-building, stakeholder management, 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  Clear communication and presentation skills across variety of executive audiences to articulate insights in an accurate, concise & compelling manner

Preferred qualifications, skills, and capabilities:

Educational or professional experience with research methodologies, best practices, and statistics Previous management experience 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.