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Director - Financial Services Customer Experience Advisor in Chicago, IL at J.D. Power

Date Posted: 3/15/2018

Job Snapshot

  • Employee Type:
  • Location:
    Chicago, IL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


Be where the voice of the consumer meets the value of the brand. AtJ.D. Power, you’ll be at the heart of commerce, working for a worldwideleader whose intelligence and insights are shaping the way people sell, and theway people buy.

Title: Director, Financial Services Customer Experience Advisor

Location: New York, Troy, Chicago, Westlake or Virtual

Reports to: Vice President, Banking and Credit Card

The Role:  We are currentlyseeking a customer experience advisor for our North American Financial ServicesPractices. This role will be responsible for partnering with leading banks,credit card issuers, mortgage companies and wealth management firms to developand implement performance improvement plans. This role will play an importantrole in business development by identifying opportunities, creating needs basedsolutions and supporting teammates to close the sale.  This role will also advise financialinstitutions using company-wide J.D. Power customer experience measurementprograms.

The Impact: You will partner with leading financial services companiesto provide advice and solutions to improve customer experience and relatedbusiness outcomes.


  • Develop and present insightful analysis to C-level executives which helps them improve business performance including: customer experience, new client acquisition, client retention, and transition to digital.
  • Help financial institutions implement J.D. Power customer experience measurement and improvement programs. 
  • Help companies understand their current level of customer satisfaction performance, identify strengths and weaknesses, develop performance improvement plans and provide support in implementation.
  • Listen to clients and prospects to identify and cultivate new ideas to fuel the growth of the practice.
  • Monitor industry and company specific trends and provide a view on the competitive landscape for the firms that we cover in our benchmark studies.


  • Senior-level (15+ years) experience in customer experience, business development, product management, strategy in banking, wealth management or management consulting advising the financial services industry.
  • College degree and equivalent experience required. Advanced Degree or MBA (preferred).
  • Excellent writing and presentation skills.
  • Experience in use of data, research, and analytics to deliver insights to retail banks.
  • In-depth knowledge of the retail banking industry and competitive landscape.
  • Management consulting and business development experience.

The Career Opportunity:  This isa senior role in JD Power with visibility at the executive level and with theexecutive level of our client organizations.  JD Power leaders are frequently cited in thenews media and trade publications. They are frequent speakers at importantindustry events. You will be an important influencer in your industry backed byone of the world’s leading brands.

The Team / The Business: J.D.Power is an entrepreneurial, insightful and results oriented high performingbusiness culture. We build strong trust based relationships with allstakeholders. We leverage the voice of consumers to deliver unique insights,solutions, and advice.

Our Hiring Manager says: “I am looking for the kind of person who can bea trusted advisor to financial institutions and partner with them to improvetheir customer experience and business outcomes.  I am looking for someone who can developstrong client relationships and confidently present key findings andrecommendations to financial executives. I am looking for a leader who measures their personal success throughthe success of those around them including their customers, team members, andpeers.”

Who We Are

Since 1968, companies around the world have trusted J.D. Power togenerate and gather the consumer insights that illuminate and inform businesssuccess. At J.D. Power we amplify the voice of the consumer, and help brandsimprove the value of their products and services. Together, these principlesempower everyone in the global commerce ecosystem, enabling better purchasedecisions – and better business results. Beyond our proven process, J.D.Power’s strength is its people. They offer diverse disciplines, talents, andexpertise, but share one common goal: to generate growth and long-term valuefor our clients. Our scientists, Ph.D. level statisticians and methodologists,ensure our research meets the highest scientific quality standards and providesadvanced statistical support. J.D. Power represents the science of customersatisfaction in any language, to consumers and businesses worldwide.


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