The CX Insights team integrates customer intelligence, journey analytics, and solution delivery to drive measurable improvements across the Card business. Operating horizontally across all P&L owners and functional partners, the team creates a unified view of customer friction, competitive positioning, and experience health. Our mandate is to identify, quantify, and resolve customer pain points while steering the organization toward a multi-year, future-state CX vision grounded in competitive insights and data-driven strategy. Structured around three core pillars—Customer VOC & Journey Analytics, CX Solution Orchestration, and CX Strategy & Vision—the team acts as the connective tissue across the business, accelerating delivery and embedding disciplined CX thinking into strategy, planning, and execution.

Role Overview:
This role is an exciting opportunity to become a subject matter expert in customer experience insights, collaborating across Consumer and Community Banking to drive meaningful improvements for our customers.

As Vice President within the CX Insights team, you will leverage a variety of data sources, analytical tools, and research methods to develop a comprehensive understanding of the Card & Connected Commerce customer journey. You will identify pain points, uncover trends, and translate insights into actionable recommendations that inform strategy and enhance the customer experience.

Key Responsibilities:

• Aggregate and analyze CX data from multiple sources to identify key trends, pain points, and opportunities across Card & Connected Commerce.
• Synthesize findings into clear, actionable insights for business partners and leadership.
• Monitor and interpret NPS and other customer feedback metrics, highlighting challenges and recommending solutions.
• Collaborate with cross-functional teams to prioritize and implement CX improvements.
• Proactively communicate insights and recommendations to stakeholders, ensuring alignment and driving action.
• Support the development of business cases for CX initiatives based on data-driven insights.

Required Qualifications, Capabilities, and Skills:

• Strong analytical skills with experience in data interpretation and insight generation.
• Ability to translate complex data into clear, strategic recommendations for diverse audiences.
• Excellent written and verbal communication skills.
• Proven ability to collaborate effectively with cross-functional teams.
• Strong organizational skills and attention to detail.
• Proficiency in MS Excel, PowerPoint, and data visualization tools.
• Bachelor’s degree required.

Preferred Qualifications, Capabilities, and Skills:

• At least 5 years of relevant experience in customer experience, analytics, or a related field.
• Experience with strategy, consulting, or business analysis.
• In-depth knowledge of Card products and customer journeys.
• Master’s degree preferred.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans