Vice President - Customer Success Manager

Home Lending's Customer Success team focus on lead generation, is a strategic area of focus for the Home Lending business.

It defines the strategy and manage a multi-year program and associated roadmap in partnership with Home Lending functions as well as other product areas across Consumer & Community Banking.

This roadmap will allow our business to move to target state technology and processes and lay the foundation to enable increased generation of high quality lead volume and to execute marketing and digital acquisition tactics in a more nimble, targeted, and effective fashion.

Continued acceleration in quality lead delivery will deliver results against Home Lending Objectives and Key results associated with upper funnel performance targets (e.g., lead generation).

As a Vice President - Customer Success Manager within the Home Lending Transformation Team, you will support this work with the Customer Acquisition Strategy Lead by partnering to develop a multi year strategy for enhanced lead generation with business stakeholders, then working across the business and non-HL partners to translate that strategy into tangible deliverables and goals for the working teams, ensuring workstream progress in a data driven and disciplined manner.

This will include interfacing and creating content to engage a wide range of senior management.

Job responsibilities


* Understand and reinforce Home Lending's customer acquisition strategies


* Understand intersection between, and dependencies across, workstreams


* Analyze deliverable performance against stated objectives and success measures in partnership with Data & Analytics and other relevant stakeholders to assess performance and inform recommendations and next steps


* Collaborate with stakeholders to understand and address challenges promptly, and with precision, while ensuring that teams are empowered to execute and deliver with quality


* Anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems


* Own complex and ambiguous situations, overcome obstacles, and deliver outcomes


* Leverage customer, operational, and adoption/engagement analytics to develop, evaluate, and advocate potential solutions


* Advocate and maintain a strong control environment across workstream activity


* Build relationships with multiple diverse stakeholders across JPMorganChase

Required qualifications, capabilities and skills


* 5+ years of experience or equivalent expertise in customer success, internal strategy, or management consulting roles in financial services


* Demonstrated ability to influence strategy adoption and lead generation performance


* Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels


* Proven ability to learn new technologies and teach it to others

Preferred qualifications, capabilities and skills


* Experience in ...