Executive Director, Chase Auto Customer and Client Experience Strategy

Chase Auto is a leader in auto financing, with over $90 billion in assets and partnerships with more than 75% of U.S.

franchised automotive dealers.

As part of the JPMorganChase franchise, we serve vehicle manufacturers, auto dealers, and consumers with a comprehensive suite of financial products and services-from retail lending and captive financing to commercial offerings such as floorplan products and treasury services, including deposits, cash management, and payment processing.

As the Executive Director, Customer and Client Experience Strategy within Auto, you will lead a team of program managers and analysts responsible for defining and delivering best-in-class, end-to-end experiences across key journeys, including acquisition, onboarding, servicing, and end-of-term.

This leader will establish a clear future-state experience vision, build the business cases required to fund and execute change, and coordinate stakeholders across Product, Operations, Technology, Risk, and other functions to deliver measurable improvements in customer and client outcomes.

A significant focus will be on shaping and maturing the commercial client experience.
Job Responsibilities


* Lead, coach, and develop a high-performing team of program managers and analysts; build a culture of customer obsession, disciplined execution, and continuous improvement; operate effectively in a matrix and influence without direct authority.


* Assess current experiences and define a compelling, measurable future-state vision across all touchpoints and channels; set "world-class" standards aligned to strategy and operational realities.


* Own the capture and management of internal and external survey and feedback across consumer and dealer/client experiences; use best practices and benchmarks (e.g., J.D.

Power, NPS, CSAT) to drive prioritized actions and measurable improvements.


* Define critical-to-quality requirements to close experience gaps across digital and physical channels (branch, digital, phone); develop fact-based business cases tying experience investments to outcomes (call reduction, time savings, cost savings, relationship deepening).


* Set direction and translate it into actionable, multi-quarter plans aligned to operational targets and enterprise priorities; define success measures and ensure plans are realistic, sequenced, and resourced.


* Analyze feedback, complaints, and operational data to identify root causes and corrective actions; quantify expected impact on CSAT/NPS to guide prioritization and investment.


* Build and maintain a roadmap across the full lifecycle; define listening points, interventions, and measurement at key journey moments to sustain performance and accountability.


* Partner cross-functionally for end-to-end accountability from concept through delivery; provide insights to Chase line-of-business and Auto leadership to improve experience, optimize cost to serve, and strengthen relationships.


* Infl...