Executive Director, Customer Experience Governance

Job Responsibilities

• Define and communicate a compelling customer experience governance strategy that aligns with business objectives.
• Oversee the review and approval of all customer-facing communications for clarity and consistency.
• Evaluate projects to ensure UX/UI consistency and adherence to customer experience principles.
• Develop and institutionalize comprehensive standards for UX/UI, communications, and feedback mechanisms.
• Build strong partnerships with Product, Design, Technology, Operations, and Analytics teams.
• Govern the end-to-end lifecycle of customer communications to reinforce brand value and support growth.
• Implement advanced measurement frameworks linking CX performance to business outcomes.
• Build robust governance structures, forums, and controls for disciplined CX strategy execution.
• Foster a culture of continuous improvement, learning, and innovation in customer experience delivery.
• Act as the central authority and thought leader for all CX governance matters.
• Identify and promote emerging trends and best practices in customer experience.

Required Qualifications, Capabilities, And Skills

• 10+ years of progressive leadership in customer experience, UX/UI, or product roles.
• Expertise in experience design, content strategy, and customer journey orchestration.
• Proven success building and scaling governance frameworks for customer experience.
• Ability to influence executive leadership and drive cross-functional alignment.
• Advanced analytical skills in CX measurement and connecting insights to strategy.
• Exceptional executive communication and stakeholder management skills.
• Experience in consulting on customer experience, digital transformation, or governance.
• Demonstrated ability to lead change across diverse stakeholder groups.
• Strong track record of delivering measurable business impact through CX initiatives.
• Commitment to fostering a culture of continuous improvement and innovation.
• Able to identify and implement best practices across organizations or industries.

About The Team

The Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction. The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.