This role will provide critical analytical support for Chase Travel Servicing Strategy initiatives. This experienced professional will drive business objectives through enhancing the customer experience of our best customers.
This highly visible role will be responsible for analyzing, developing and supporting the implementation of customer experience strategies designed to drive engagement and promote customer satisfaction across various customer segments including high-value customers.
As a Senior Associate in the Travel Servicing Strategy team you will support the Initiatives of designing and implementing travel servicing strategies that drive the Chase Travel Vision.
From ideation, to prioritization, requirement gathering and execution, the Senior Associate will inform the customer experience from end-to-end to deepen engagement with our customers.
The successful candidate will have expertise in travel and lifestyle servicing or the luxury / hospitality industry. This role requires an in-depth understanding of customer service with a deep understanding of luxury market dynamics, customer behavior and a growth-oriented, strategic-mindset.
The candidate will lead and / or develop tactical servicing strategies designed to elevate the Chase Travel customer experience.
They will identify servicing opportunities to design effective, scalable meaningful customer treatments, advisor enablement requirements and continuous improvement strategies.
Key Responsibilities :
- Analyze data and insights to identify trends, patterns and insights that inform strategic decision making
- Manage the servicing experience development including process improvement, growth opportunities and servicing modeling
- Support the talent strategy to attract, retain and grow best-in-class servicing professionals
- Assist in creating and refining long-term strategic plans that align with servicing goals and objectives
- Implement high-impact strategic initiatives
- Communicate clearly and effectively to stakeholders
Required qualifications :
- 5+ years of leadership or strategy experience
- 5+ years of work experience in luxury travel OR lifestyle servicing
- Experience in customer experience strategy and design with an understanding of customer service in the luxury travel / lifestyle industry
- Strong analytical skills with the ability to make data-driven recommendations
- Excellent communication and presentation skills to convey complex strategies effectively
- Creatively problem solve through simplicity and / or innovation
- Build effective relationships across the firm to drive results and overcome obstacles
- Adaptable to change in priorities, requirements and objectives
- Understand and prioritize customer needs and preferences
- Manage multiple complex projects within project deadlines
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