ZipRecruiter

Log In

1

Director Customer Experience Strategy Jobs in Delaware

JPMorgan Chase & Co.

$180 - $280/hr

Develop and implement user experience strategies in line with business objectives and apply your ... customer segments. Build strong relationships with key stakeholders and influence decisions and ...

Truveris

Customer Success Director

Wilmington, DE · On-site +1

$120K - $150K/yr

Experience as a Strategic Account Manager, Key Account Director, Customer Success Director, or PBM/Benefits Consultant * Demonstrated ability to engage and influence CFOs, procurement leaders, and ...

next page

Showing results 1-20

All JobsCustomer Experience Strategy JobsDirector Customer Experience Strategy JobsDirector Customer Experience Strategy Jobs in Delaware

Director Customer Experience Strategy information

What does a director customer experience strategy do?

A Director of Customer Experience Strategy is responsible for developing and implementing strategies that enhance the overall customer journey and satisfaction. They analyze customer insights, align business goals with customer needs, and collaborate across teams to improve customer interactions. This role involves leveraging data, technology, and best practices to create seamless and engaging experiences. They also monitor key performance metrics to ensure continuous improvement and drive customer loyalty.

What are the key skills and qualifications needed to thrive in the director customer experience strategy position, and why are they important?

To excel as a Director Customer Experience Strategy, you need deep expertise in customer experience management, strategic planning, data analysis, and typically a bachelor's or master's degree in business, marketing, or a related field. Familiarity with CRM platforms, customer journey mapping software, and analytics tools such as Salesforce, Qualtrics, or Adobe Experience Manager is highly valuable, along with certifications like CCXP (Certified Customer Experience Professional). Exceptional leadership, cross-functional collaboration, and strong communication skills set you apart in driving alignment and motivating teams. These abilities are critical for successfully developing and implementing customer experience strategies that enhance satisfaction and loyalty in complex organizational environments.

What are common challenges faced by a director customer experience strategy, and how can candidates prepare for them?

One common challenge is aligning diverse departments around a unified customer experience vision, which requires strong stakeholder management and persuasive communication. Directors in this role often need to navigate shifting customer expectations and quickly adapt strategies based on real-time feedback and evolving market trends. Building buy-in for customer-focused initiatives and measuring the impact of improvements can also be demanding. Candidates can prepare by developing strong analytical skills, deep business acumen, and experience driving cross-functional projects, as well as staying current with best practices in customer experience management.

What are popular job titles related to Director Customer Experience Strategy jobs in Delaware?

For Director Customer Experience Strategy jobs in Delaware, the most frequently searched job titles are:

What job categories do people searching Director Customer Experience Strategy jobs in Delaware look for?

The top searched job categories for Director Customer Experience Strategy jobs in Delaware are:

What cities in Delaware are hiring for Director Customer Experience Strategy jobs?

Cities in Delaware with the most Director Customer Experience Strategy job openings:

Director Customer Experience Strategy jobs near you
Infographic showing various Director Customer Experience Strategy job openings in Delaware as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 88% Physical, 3% Hybrid, and 9% Remote job distribution.

Product Strategy Lead - Vice President

JPMorgan Chase & Co.

Wilmington, DE • On-site

$180 - $280/hr

Other

Posted 20 days ago

JPMorgan Chase & Co. rating

7.9

Company rating: 7.9 out of 10

Based on 500 frontline employees who took The Breakroom Quiz

77th of 174 rated banks

Job description

Build a strategy role where your customer lens and analytical rigor directly influence how people experience a flagship cash back card portfolio. You’ll map journeys, quantify opportunities, and partner across teams to deliver meaningful improvements.

As a Vice President, Freedom Experience Strategy in the Freedom Portfolio Strategy team, you will define and deliver a customer-focused experience strategy across digital and human-supported journeys. You will use customer insights, data, and card economics to prioritize initiatives, influence cross-functional partners, and help deliver profitable, growth-oriented experiences.

Job responsibilities
  • Develop and prioritize initiatives to increase primary card usage, reduce spend attrition, and grow commerce engagement
  • Lead end-to-end customer experience mapping to identify pain points, moments that matter, and opportunities to improve outcomes
  • Translate customer needs and segment insights into clear experience strategies and actionable roadmaps
  • Partner with analytics, marketing, product, design, and finance to size opportunities and evaluate investment trade-offs
  • Define measurable success outcomes and use data to track performance, learn, and refine strategies over time
  • Collaborate with cross-functional teams to design and launch new customer engagement experiences
  • Navigate a matrixed environment by building alignment, influencing partners, and driving decisions across functional teams
  • Present recommendations and narratives that persuade, educate, and deepen understanding at multiple leadership levels
  • Support portfolio planning by connecting experience strategy to broader business goals and customer value
Required qualifications, capabilities, and skills
  • Demonstrated ability to drive quantifiable business results while improving customer outcomes
  • Strong customer-first mindset with experience identifying the “job to be done” and translating it into experience improvements
  • Experience in customer experience, servicing, product management, or customer journey design roles
  • Experience designing or partnering on research and data studies, forming hypotheses, and translating insights into action
  • Strong collaboration skills with a track record of influencing partners and building consensus across teams
  • Ability to think creatively and challenge existing approaches to better serve customer needs
  • Master of Business Administration or equivalent experience in a financial services or consumer product organization
  • Knowledge of credit card industry dynamics and card economics, including profitability drivers and customer behaviors
  • Strong written and verbal communication skills, including the ability to build clear, executive-ready storylines
Preferred qualifications, capabilities, and skills
  • Experience in consulting and/or product development environments with ambiguous problem spaces
  • Proven ability to take initiative and deliver outcomes without direct authority over resources
  • Strong analytical, problem-solving, and planning skills with experience managing multiple initiatives at once
  • Experience with data querying and translating results into decisions and recommendations
  • Proficiency in Microsoft Excel and PowerPoint, including synthesizing analysis into compelling narratives
  • Customer-centered design experience focused on value propositions and measurable fulfillment of customer needs

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

#J-18808-Ljbffr

What JPMorgan Chase & Co. employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply