Susan Haid
Avondale,PA
Summary
Accomplished executive with a proven track record at JPMorgan Chase & Co., specializing in customer experience and operational excellence. Expert in business process optimization and project management, driving significant revenue growth and customer retention. Achieved a notable 18% improvement in call center performance, showcasing strong leadership and financial management skills.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Executive Director - Customer Experience
JPMorgan Chase & Co.
Wilmington, DE
03.2022 - Current
- Strengthened Customer Experience and Operational Excellence for Marriott Cobrand Credit Card.
- Achieved a 10% reduction in complaints, elevating Net Promoter Score by two points.
- Directed long-term strategy initiatives to achieve organizational objectives.
- Established effective controls for managing contract compliance.
- Optimized business development processes to drive stronger client relationships.
- Developed KPIs and managed reporting for executive meetings.
Head of Operations and Customer Care
Momentum Financial Services Group
Malvern, PA
02.2022 - 03.2023
- Managed successful operation of Customer Care, encompassing complaint handling, issue resolution and call center activities.
- Implemented strategies to optimize workflows and achieve measurable gains in customer experience.
- Elevated client satisfaction with live messaging integration.
- Redesigned aspects of the issues management process to enhance efficiency.
- Implemented strategic changes to streamline payment processing, borrower collections, and loan evaluations.
Executive Director, Credit Card Lending – Buy Now Pay Later Product Management
JPMorgan Chase & Co.
Wilmington, DE
01.2020 - 01.2022
- Managed comprehensive product and marketing strategies for various lending products at Chase Card Services.
- Implemented go-to-market strategies to deliver value-driven products to credit card customers.
- Designed strategic roadmap for buy now pay later solution generating $1.5B yearly income.
- Directed product strategy to boost sales through new initiatives and marketing optimization
- Designed risk-focused plans for rate sale campaigns and credit line adjustments.
Executive Director, Chase Auto & Home Lending Campaign Management
JPMorgan Chase & Co.
Wilmington, DE
01.2014 - 01.2020
- Directed marketing team managing upwards of 200 annual projects within Chase Auto and Home Lending sectors.
- Played an integral role in managing marketing procedures and checks, such as internal and external audits, artistic direction, business adaptability, and general marketing compliance
- Oversaw marketing controls and consumer practices compliance and a successful CFPB audit
- Developed efficient methodology for email campaigns, reducing time-to-market by 80%.
- Created strategic marketing plans for collaborations with Vroom Financial Services and Enterprise Auto Finance.
Executive Director, Consumer Practices, Marketing and Communications
JPMorgan Chase & Co.
Wilmington, DE
01.2011 - 01.2014
- Oversight and control of marketing and communications to Chase credit card customers
- Coordinated communication efforts to reinforce brand objectives while reducing regulatory exposure.
- Assisted in implementing improvements in Pricing, Risk, Payments, Online and Business Card areas to elevate customer satisfaction.
Senior Project Manager, Marketing Acquisitions
JPMorgan Chase & Co.
Wilmington, DE
01.2008 - 01.2011
- Led project teams to launch new capabilities in support of Marketing Acquisitions strategies
- Let a cross-functional effort to improve the customer experience for the online application process
- Managed the testing and implementation for a new marketing approval workflow solution, resulting in a decrease in process time for new creative approvals by 40%
Senior Marketing Manager, Portfolio Management
JPMorgan Chase & Co.
Wilmington, DE
01.2004 - 01.2008
- Managed a portfolio of 3.5MM credit card customers who enrolled in third-party products
- Led project to merge portfolios for an annual program yield of $350MM in revenue
- Created, researched, and designed new products for the Business Card and Private Label markets
- Improved call center performance for debt protection products: Improved retention rate by 18%, benefit activations increase of 22%, readability improvements of customer communications
Six Sigma Black Belt – Marketing
JPMorgan Chase & Co.
01.2001 - 01.2004
- Led a large cross-functional effort to bring new credit card opportunities to the Hispanic market with annual revenue generation of $20MM
Quality Manager
JPMorgan Chase & Co.
01.1996 - 01.2002
Payment Operations Management
JPMorgan Chase & Co.
01.1991 - 01.1996
Education
Master of Business Administration -
Villanova University
Villanova, PABachelor of Science - Consumer Economics
University of Delaware
Newark, DESkills
- Certified Six Sigma Black Belt
- Business Process Optimization
- Project Management
- Product Strategy Development
- Campaign Execution Management
- Customer Retention
- Financial Management
- Regulatory Oversight
Certification
Six Sigma Black Belt, JPMorgan Chase & Co.
Timeline
Executive Director - Customer Experience
JPMorgan Chase & Co.
03.2022 - Current
Head of Operations and Customer Care
Momentum Financial Services Group
02.2022 - 03.2023
Executive Director, Credit Card Lending – Buy Now Pay Later Product Management
JPMorgan Chase & Co.
01.2020 - 01.2022
Executive Director, Chase Auto & Home Lending Campaign Management
JPMorgan Chase & Co.
01.2014 - 01.2020
Executive Director, Consumer Practices, Marketing and Communications
JPMorgan Chase & Co.
01.2011 - 01.2014
Senior Project Manager, Marketing Acquisitions
JPMorgan Chase & Co.
01.2008 - 01.2011
Senior Marketing Manager, Portfolio Management
JPMorgan Chase & Co.
01.2004 - 01.2008
Six Sigma Black Belt – Marketing
JPMorgan Chase & Co.
01.2001 - 01.2004
Quality Manager
JPMorgan Chase & Co.
01.1996 - 01.2002
Payment Operations Management
JPMorgan Chase & Co.
01.1991 - 01.1996
Master of Business Administration -
Villanova University
Bachelor of Science - Consumer Economics
University of Delaware
Similar Profiles
PASTELL JENKINSPASTELL JENKINS
Vice President of Operations at JPMorgan Chase, JPMorgan Chase & CoVice President of Operations at JPMorgan Chase, JPMorgan Chase & Co
Supraj CBSupraj CB
Analyst at JPMorgan Chase, JPMorgan Chase & CoAnalyst at JPMorgan Chase, JPMorgan Chase & Co
Noemie VillanuevaNoemie Villanueva
Retail Banking Associate at JPMorgan Chase, JPMorgan Chase & CoRetail Banking Associate at JPMorgan Chase, JPMorgan Chase & Co
Kimberly De La RosaKimberly De La Rosa
Waitress at JPMorgan Chase, JPMorgan Chase & CoWaitress at JPMorgan Chase, JPMorgan Chase & Co
Donald HenryDonald Henry
Plant Manager at Philadelphia Gas worksPlant Manager at Philadelphia Gas works