Customer Experience (CX) Manager - IT

JP Morgan Chase - Wilmington, DE3.9

As an Executive Director of Cybersecurity, the quest to find new and innovative technological solutions to protect our assets, data and people is what drives you. You’ll lead a highly motivated team laser-focused on analyzing, designing, developing and delivering solutions built to stop adversaries and strengthen our operations. You’ll share your expertise, thought leadership and overall guidance and support, both with your team and across all our business and technology groups. You’ll deploy best practices, implement new policies, and embrace emerging trends to strengthen our strategic roadmap. Finally, you will lead by example and earn the trust of the internal team, collaborators from around the world working in our global team of technologists and innovators, senior management, and, the people and companies whose assets we manage and protect.

JPMC’s Cybersecurity and Tech Controls organization creates and delivers important and necessary products that enable the organization to build secure solutions for its customers and other stakeholders. To deliver the best possible products, CTC has created a Customer Experience Manager role, which will be responsible for creating a strategy to implement and measure how well our products meet our users’ needs. This role will be working with all levels of the organization, and the outcomes of their programs will be embedded into CTC-wide planning. The Customer Experience Manager will have a strong background in the implementation of NPS programs as well as other success measures for user satisfaction.

Create and measure our customer experience strategy
Create and execute the strategy for implementation of NPS across all CTC products
Implement metrics for the impacts of NPS on other key measures
Act as the voice of their customers internally interfacing with product teams to enable feedback loops from users and highlight areas for improvements
Influence product roadmaps, and prioritization
Use data and analytics to justify business decisions, Create cadence for review within team
Present Customer Success KPI’s to Executives
5+ years’ experience in leading customer success in an enterprise technology environment
Specific experience in designing and implementing NPS programs mandatory
Experience with Qualtrics software a plus
Experience in driving customer experience programs for internal stakeholders
Strong empathy for customers and passion for improving users experiences
Enthusiastic and creative leader with the ability to inspire others
Outstanding written, oral, and presentation-based communication skill
Analytical and process-oriented mindset
Ability to build and maintain good rapport with internal and external partners and handle situations with confidence, tact, and resourcefulness
Ability to deeply understand how our customers successfully utilize our solutions
You enjoy planning, executing, winning, and celebrating as a team
Excellent command of Cybersecurity organization practices, operations risk management processes, principles, architectural requirements, engineering threats and vulnerabilities, including incident response methodologies
Keen understanding of national and international laws, regulations, policies and ethics related to financial industry cybersecurity
Noted cybersecurity expert, keeping technical skills current and participating in multiple forums
Expertise in Agile and can work with at least one of the common frameworks
Ability to identify network attacks and systemic security issues as they relate to threats and vulnerabilities, with focus on recommendations for enhancements or remediation

Your expertise in cyber, combined with your desire to provide innovative security services, will be an asset to our Cybersecurity team. Help deliver high-quality security solutions across all our lines of business around the world by creating, designing, implementing, and maintaining next-level technology. The work you’ll do is vital, as it will protect over $18 trillion of assets under custody and $393 billion in deposits every day.

When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.

At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.