JPMorgan Wealth Management - Vice President - CX Success Manager

JPMorgan Chase - Columbus, OH

Full-time - Mid Level

Columbus, OH

Credit Intermediation and Related Activities

About the position

The Measurement & Enablement Customer Success Manager will play a crucial role in the J.P. Morgan Wealth Management Client Platforms & Experiences organization by fostering a culture of client centricity. This position focuses on developing and implementing effective customer experience (CX) methodologies and tools that drive actionable insights, ultimately influencing business strategies and enhancing client satisfaction. The role requires a strategic thinker who is collaborative and data-driven, aiming to solve high-leverage client problems and deepen relationships while reducing attrition.

Responsibilities

• Deliver against CX measurement and enablement workstreams aligned to business strategies.
• Review, audit, and refine existing CX methodologies and listening posts for increased actionability.
• Create self-serve resources that integrate Voice of Customer (VoC) into daily business decisions.
• Own the VoC methodology and manage the roadmap with centralized survey execution teams.
• Build relationships across insights teams and stakeholders to enable client-centric cultures.
• Ensure compliance of methodologies with firm-wide regulatory requirements.
• Navigate stakeholder conversations to balance objectives and ensure effective VoC solutions.

Requirements

• Previous experience with business-oriented research methodologies, both quantitative and qualitative.
• Prior experience with people leadership.
• Excellent organizational skills and attention to detail.
• Strong relationship-building and stakeholder management skills.
• Strong analytical skills with the ability to compile information into clear insights.
• Clear communication and presentation skills across executive audiences.

Nice-to-haves

• Educational or professional experience with research methodologies and statistics.
• Previous management experience.
• Proficiency in Excel, PowerPoint, and Teams; familiarity with JIRA, Confluence, and SharePoint is a plus.
• Familiarity with the Wealth Management business, especially within JPMorgan Chase.

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching