Voice Of The Customer (Employee Experience)-Executive Director

Job Description

Shape the future of our workplace by championing the employee voice and transforming feedback into action. 

As the Voice Of The Customer Director in the Employee Experience organization, you own the vision and execution of our employee listening and feedback programs. You partner with us to design, implement, and continuously improve feedback mechanisms that shape our workplace. Together, we turn insights into action, ensuring every employee’s perspective drives positive change. You will collaborate across teams, influence decisions, and help us set new standards for employee experience. In this role you'll drive strategies that ensure every employee’s perspective is heard and valued. Your work will directly impact how we listen, learn, and continuously improve our employee experience. Join us to collaborate with passionate teams and deliver measurable results that matter. If you are ready to make a difference, this is your opportunity.

Job responsibilities

• Define and lead the vision for employee listening and feedback across digital and physical channels.
• Oversee the design, implementation, and governance of feedback programs to ensure seamless execution and measurable outcomes.
• Manage scope, timelines, and prioritization of initiatives in partnership with engineering and stakeholders.
• Serve as product owner for enterprise feedback platforms, optimizing technical delivery and innovation.
• Develop and enforce standards for survey and feedback collection to address survey fatigue and improve data quality.
• Build strong partnerships with product, IT, HR, and analytics teams to facilitate collaboration and manage risks.
• Engage with stakeholders to translate needs into actionable plans and champion initiatives that add value for employees.
• Analyze feedback data, identify trends and pain points, and craft compelling narratives to influence decisions.
• Design efficient and engaging feedback mechanisms that minimize friction for employees.
• Monitor key employee experience metrics, benchmark against industry standards, and refine strategies based on feedback.

Required qualifications, capabilities, and skills

• 10 years of experience in employee experience, customer experience, organizational development, or related fields.
• Proven track record of strategic ownership and delivery of large-scale feedback programs and platforms in a global environment.
• Expertise in survey design, data analysis, and data storytelling, with experience using Qualtrics, SurveyMonkey, Medallia, and CRM tools.
• Hands-on experience with advanced survey logic, workflows, dashboards, and automations in Qualtrics XM-EX and SurveyMonkey.
• Strong familiarity with APIs, webhooks, and integration with behavioral analytics technologies.
• Experience collaborating with engineering, analytics, product, IT, HR, and research teams.
• Bachelor’s degree in a relevant field, advanced degree preferred.

Preferred qualifications, capabilities, and skills

• Experience in technology or e-commerce environments.
• Certification in employee experience, customer experience, or related methodologies.
• Experience working with diverse, global teams.
• Demonstrated ability to drive measurable improvements in employee experience.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About the Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.