Executive Director - Customer Success

JPMorgan · Banking & Financial Services

Bengaluru, Karnataka, India
On-site
Posted today
Apply by 19 Oct
Customer Service & Support

About the job

Job Summary

As an Executive Director within the HR Employee Experience organization, you will lead regional execution of customer success and business engagement strategies across the Asia Pacific (APAC) region. In this role, you will serve as a primary interface for HR and senior business leaders, ensuring enterprise initiatives across HR and Technology are adopted effectively and deliver measurable outcomes. You will operate within the Business Engagement and Adoption pillar of the Employee Success organization, focused on driving stakeholder engagement, scaling adoption, and ensuring solutions are delivering value for business and functional leaders and employees across the region.

Job Responsibilities

Lead regional engagement with HR, Line of Business (LOB) leaders, business managers, and employee segments

Serve as a trusted advisor to regional HR and business leadership, aligning initiatives to workforce and business priorities

Serve as the regional representative in HR and business forums, ensuring regional insights are incorporated into execution

Build and activate employee communities and champion networks to support adoption

Drive adoption, usage, and satisfaction for enterprise tools and employee services

Ensure initiatives are understood, adopted, and delivering measurable business value

Partner with global teams to localize and execute regional or enterprise-wide campaigns and initiatives

Partner with Employee Success teams to track and report on adoption, engagement, and employee experience metrics and identify regional trends, pain points, and opportunities to improve outcomes

Establish feedback loops with regional stakeholders to inform continuous improvement and decision-making

Partner with Line of Business (LOB) leaders and business managers to drive adoption, gather feedback, and ensure initiatives deliver measurable business value

Lead a high-performing regional team aligned to customer success objectives

Ensure consistency and scalability of initiatives across markets and business segments

Required Qualifications, Capabilities, and Skills

8+ years of experience in Financial Services, HR, Technology, Consulting, or related discipline

Experience leading regional execution of customer success, engagement, or adoption initiatives

Strong stakeholder management skills with HR leaders, Line of Business leaders, and senior business stakeholders

Demonstrated ability to drive adoption, engagement, and measurable outcomes at scale

Excellent communication and executive presentation skills

Strong program management and cross-functional leadership capabilities

Ability to operate effectively across global and regional teams

Preferred Qualifications, Capabilities, and Skills

Experience working across APAC markets and regional organizations

Experience leading forums, advisory boards, or segment-based engagement models

Knowledge of employee experience and enterprise technologies

Familiarity with AI and emerging technologies that enhance employee experience

Experience leading teams across geographies

Apply on JPMorgan