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Transformation Management Office: Business Insights, Consumer Banking — Vice President

Req #: 180002503
Location: New York, NY, US
Job Category: Operations
Job Description:

The CEO of Chase is driving a transformation of the business. She has set up a Transformation Management Office (TMO) that will be responsible for the strategic direction, governance and execution of the strategy behind the creation of the Bank of the Future (CB 2.0).  The Business Insights team is a critical component of the TMO.  It will be highly visible and a core part of this transformation effort, working with the CEOs, senior business leaders and strategy pillar leaders to define project architecture, translating aspirations into initiatives and projects, and to align on the overall strategic direction of CB 2.0 as it evolves going forward.  The Business Insights team will ensure all CB 2.0 projects and pilot initiatives are seamlessly integrated so that Chase delivers a consistent end-to-end experience for its customers and employees. This is a critical time in the consumer banking industry, as it is undergoing rapid change sparked by the advent of the digital revolution and the quickly evolving demands of consumers. Given the scale of Chase (we have a relationship with one out of every two households in the United States), the change we will be driving will have a significant impact on the industry and the lives of many Americans. We are looking for team players with a drive to make an impact and an entrepreneurial spirit to help launch this important effort. Success will be measured in improved customer experience, employee experience, and business efficiency.


The objectives of this team are to:

  • Manage and implement high-priority strategic initiatives for Consumer Banking
  • Identify and implement the development of new capabilities
  • Track competitor performance and capabilities and developments in related industries that will help inform the CB 2.0 strategy going forward
  • Continually inform the CB 2.0 strategy at relevant points with customer insights
  • Work with CB 2.0 stakeholders to influence and execute changes in their strategic initiatives based on market and customer insights
  • Embed customer and competitive insights as a way of life within stakeholder teams
  • Deliver the three CB 2.0 priorities: transforming the branch network, creating destination branches (e.g., Apple store), and empowering field employees


This role will be primarily responsible for helping ensure the delivery of one of the three CB 2.0 strategic priorities. They will work extensively with the the senior executive, helping them lead each strategic pillar and initiative related to the strategic priority.  Senior relationship management and communication skills are critical.  The person that fills this role must have strong leadership experience and skills and the ability to (i) identify and scope areas of opportunity, (ii) define the optimal project and analytical approach, and (iii) lead a portfolio of initiatives cutting across the organization.   The candidate should have a history of helping drive both strategic and  tactical improvement initiatives and (preferably) prior experience in a strategy consulting environment.




  • Assist strategic thinking with the Senior Executive and help develop an approach and structure to the analyses required to achieve key deliverables for the CB 2.0 strategy
  • Help scope and manage the team’s project portfolio and ensure alignment with the senior executive’s objectives
  • Effectively manage senior management relationships; facilitate effective communication; and work with the senior management team to assess needs, understand requirements and syndicate solutions
  • Understand the landscape of best practices and benchmarking across relevant industries (i.e., retail banking, wealth management, other retail industries) that create new opportunities to add value
  • Actively invest in building the team, including recruiting, staffing/deployment decisions, performance management, etc.
  • Help drive the execution of key CB 2.0 initiatives



  • Degree required: BA/BS degree required (advanced degree a plus)
  • Work experience: Experience  at a top-tier management consulting firm or in an internal consulting role; and experience with, and knowledge of, financial services
  • Problem solving skills: Passionate problem solver and critical thinker with exceptional analytical skills and a superior ability to highly structure and scope complex problems, apply a range of analytical tools, gain and synthesize insights, and develop solutions
  • Client management skills: Advanced ability to closely partner with senior and line managers and other stakeholders on projects.
  • Project management skills: Proven ability to frame projects and establish required governance to move projects forward.  S/he will have to engage appropriate resources from within the team, from the line areas specifically sponsoring the project, and potentially external consultants or other support areas with the Firm
  • Communications skills: Strong written and oral executive-level communications skills
  • Entrepreneurial spirit: Demonstrated track record of being a self-starter that seeks to break the status quo and initiate change
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