Executive Director - Customer Success
JPMorgan Chase — Bengaluru, BENGALURU
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Job Description
Job Summary
As an Executive Director within the HR Employee Experience organization, you will lead regional execution of customer success and business engagement strategies across the Asia Pacific (APAC) region. In this role, you will serve as a primary interface for HR and senior business leaders, ensuring enterprise initiatives across HR and Technology are adopted effectively and deliver measurable outcomes. You will operate within the Business Engagement and Adoption pillar of the Employee Success organization, focused on driving stakeholder engagement, scaling adoption, and ensuring solutions are delivering value for business and functional leaders and employees across the region.
Job Responsibilities
- 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
Required Qualifications, Capabilities, and Skills
- 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, Capabilities, and Skills
- 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
Frequently Asked Questions
What are the eligibility criteria for the Executive Director - Customer Success job at JPMorgan Chase?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0-5 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Executive Director - Customer Success at JPMorgan Chase?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Executive Director - Customer Success at JPMorgan Chase.
Is prior experience required for this position?
This role requires around 0-5 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Executive Director - Customer Success role at JPMorgan Chase?
You can apply directly using the Apply Now button on this page, which will take you to JPMorgan Chase's application process for this role.
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