Process Improvement Manager
- Work across Chase Auto and other lines of business and functions to develop and implement CX initiatives, including client experience objectives and key results.
- Collaborate with cross-functional teams to identify process inefficiencies and develop solutions that align with business objectives.
- Utilize data-driven analysis to present insights and recommendations to senior leaders
- Develop and maintain client journey maps and process maps to visualize the end-to-end client experience and identify key touchpoints and interactions that impact satisfaction, loyalty, and business opportunities.
- Gather and analyze customer and client data from various sources (e.g., surveys, complaints, operational data) to identify trends, pain points, and opportunities for improvement.
- Create surveys and conduct interviews to capture feedback to inform and refine CX strategies and journey maps.
- Create detailed reports to track CX metrics and communicate findings to partners.
- Excellent written and verbal communication skills with ability to interact with and present to senior leaders.
- Exceptional self-motivation with ability to set priorities and drive results in de-centralized environments.
- Excellent analytical skills with the ability to interpret complex data from a variety of sources and generate actionable insights.
- Proven record of partnering and influencing across a complex and matrixed organization
- Able to successfully identify and navigate changing priorities based on business needs, risk factors, and changes in trends.
- Strong project management skills to manage multiple efforts simultaneously.
Required qualifications, capabilities and skills
- Bachelors' degree and 5+ years' experience in customer experience strategy, continuous process improvement, financial services, management consulting, military leadership or other relevant experience.
Preferred qualifications, capabilities, and skills
- Advanced degree
- Auto Lending experience and/or commercial lending
- Experience with data visualization and analytics tools such as Tableau, Alteryx, SQL
- Experience with process mapping and tools (e.g. Visio)
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