Executive Director - Customer Success
JPMorgan Chase · Posted Oct 5
Global banking, investment, credit card, mortgage, and asset management services
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About the role
The HR Employee Experience organization's Business Engagement and Adoption pillar drives stakeholder engagement, scales adoption, and ensures HR and Technology solutions deliver value for business and functional leaders and employees. This Executive Director role leads regional execution of customer success and business engagement strategies across the Asia Pacific region, acting as the primary interface for HR and senior business leaders. The role owns regional adoption, engagement, and employee experience metrics and leads a regional customer success team.
What you will do
- Lead regional engagement with HR, Line of Business (LOB) leaders, business managers, and employee segments
- Serve as a trusted advisor to regional HR and business leadership, aligning initiatives to workforce and business priorities
- Serve as the regional representative in HR and business forums, ensuring regional insights are incorporated into execution
- Build and activate employee communities and champion networks to support adoption
- Drive adoption, usage, and satisfaction for enterprise tools and employee services
- Ensure initiatives are understood, adopted, and delivering measurable business value
- Partner with global teams to localize and execute regional or enterprise-wide campaigns and initiatives
- Partner with Employee Success teams to track and report on adoption, engagement, and employee experience metrics and identify regional trends, pain points, and opportunities to improve outcomes
- Establish feedback loops with regional stakeholders to inform continuous improvement and decision-making
- Partner with Line of Business (LOB) leaders and business managers to drive adoption, gather feedback, and ensure initiatives deliver measurable business value
- Lead a high-performing regional team aligned to customer success objectives
- Ensure consistency and scalability of initiatives across markets and business segments
Skills used in this role
What the employer is looking for
- 8+ years of experience in Financial Services, HR, Technology, Consulting, or related discipline
- Experience leading regional execution of customer success, engagement, or adoption initiatives
- Strong stakeholder management skills with HR leaders, Line of Business leaders, and senior business stakeholders
- Demonstrated ability to drive adoption, engagement, and measurable outcomes at scale
- Excellent communication and executive presentation skills
- Strong program management and cross-functional leadership capabilities
- Ability to operate effectively across global and regional teams
Preferred qualifications
- Experience working across APAC markets and regional organizations
- Experience leading forums, advisory boards, or segment-based engagement models
- Knowledge of employee experience and enterprise technologies
- Familiarity with AI and emerging technologies that enhance employee experience
- Experience leading teams across geographies
Benefits and support
- Compensation and benefits are detailed in the job posting
About JPMorgan Chase
JPMorgan Chase & Co. is one of the oldest, largest, and most diversified financial services institutions in the world. Operating globally through the J.P. Morgan and Chase brands, the firm provides a comprehensive range of financial solutions including investment banking, consumer and commercial banking, transaction processing, and asset management. Serving millions of consumers and many of the world's most prominent corporate, institutional, and government clients, the company combines deep market expertise with extensive technological investments.
- Industry
- Banking
- Company size
- 320000+ employees
- Founded
- 1799
- Location
- New York, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Operating Officer
Global Chief Information Officer
CEO, Asset & Wealth Management
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