Customer Experience Strategy and Servicing Lead

About

Join our Consumer & Community Banking division, where you'll serve Chase customers with a variety of financial services, including personal banking and credit cards. We lead the U.S. in credit card sales and deposit growth, offering top digital solutions and customer satisfaction. Help us redefine what premium service feels like. In this role, you'll shape an elevated, modern servicing experience for Sapphire customers across phone, digital, and social channels—turning insights into actions that build loyalty, trust, and advocacy.

As a Customer Experience Strategy and Servicing Lead in the Sapphire Servicing team, you will set the end‑to‑end customer experience vision and translate it into clear service standards, policies, training, and performance routines across phone, digital, and social channels. You will partner with teams across the business to reduce friction, improve resolution, and modernize servicing capabilities that make it easier for customers to get what they need. You'll build strong feedback loops that convert customer and frontline insights into a prioritized roadmap, and you'll measure success through meaningful improvements in satisfaction, loyalty, and advocacy.

Responsibilities

• Define and drive a differentiated Sapphire servicing strategy, including servicing ethos, voice, and culture
• Build the phone channel strategy (CSP vs. CSR), improve queue performance, and establish closed‑loop feedback mechanisms
• Set servicing policies/procedures for affluent clients, including agent entitlements and consistent premium standards
• Own the State of the Customer Experience: NPS, complaints, product‑level analysis, and insight‑driven backlog prioritization
• Lead customer listening across channels (including social listening), driving timely resolution and engagement
• Partner with Travel and cross‑functional teams to deliver the Sapphire servicing roadmap, including POS/disputes and instant‑resolution capabilities, plus uplifted digital journeys

Required Qualifications, Capabilities and Skills

• 10+ years customer experience or finance experience
• Outstanding relationship management and ability to work and influence within a highly matrixed structure
• Strong attention to detail and problem‑solving capabilities; ability to take a strategic idea and manage to market implementation
• Strong understanding of customer insights, P&L dynamics, and data analysis to inform product decisions
• Excellent written and verbal communication skills across varying seniority levels internally and externally
• Bachelor's degree required
• Proactive, strategic, and results‑driven with the ability to prioritize and manage multiple complex initiatives and deliverables at the same time

Preferred Qualifications, Capabilities and Skills

• MBA preferred
• Credit card experience highly desired

Benefits

• Competitive total rewards package, including base salary determined by role, experience, skill set, and location
• Commission‑based pay and/or discretionary incentive compensation (cash and/or forfeitable equity) for eligible roles
• Comprehensive health care coverage
• On‑site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching and other employee programs

Equal Opportunity Statement

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. 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, 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.