Vice President Sapphire Airport Lounge Guest Experience & Partnerships

at  JPMorgan Chase Co

JOB DESCRIPTION

The Sapphire Airport Lounge Guest Experience role will lead strategy and implementation of the end to end guest experience and partnerships for branded airport lounges.
This person will partner with experts across Chase’s Centers of Excellence including: Insights & Research, Dining, and Brand teams, as well as external partners, to define the holistic customer experience and partnership strategy for the lounge network across all pillars, including wellness, dining and branded elements. The successful candidate for this role must be able to build and leverage relationships across various lines of business, as well as with external partners, to build and deliver a guest experience that drives the business forward. This position sits within the Brand Credit Card Organization of Card Services, a key business within Chase’s Consumer Banking group.

REQUIRED QUALIFICATIONS, CAPABILITIES, AND SKILLS

• 8+ years guest experience and partnership strategy experience required
• Bachelor’s degree required, MBA preferred

PREFERRED QUALIFICATIONS, CAPABILITIES AND SKILLS

• Strong understanding of guest experience, partnerships and end to end project management
• Outstanding relationship management and ability to work within a highly matrixed structure
• Critical thinker, ability to influence and problem solve
• Excellent communication skills: can articulate clearly the “so what” from data and make recommendations
• Proactive, action-oriented and results-driven; can prioritize and manage multiple complex initiatives at the same time
• Effective in a fast-paced, deadline-oriented environment

ABOUT US

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans

• Lead the Sapphire Airport Lounge overall guest experience concept development and partnership strategy
• Partner with internal stakeholders and 3rd parties to identify opportunities, drive implementation plans, oversee day to day guest experience metrics and performance, and serve as partner point of contact for all guest experience
• Responsible for driving testing and implementation for new guest experience initiatives