Growth Director – CRM & Customer Value J.P. Morgan Personal Investing

As Director, CRM and Customer Value, for our investments organisation, you will lead lifecycle strategy that increases long-term customer value across activation, engagement, retention, and multi-product adoption. You’ll guide a team of growth marketers while staying hands-on with journey design, prioritisation, and performance insights. You will partner closely with Product, Data, Finance, and Risk/Compliance to deliver measurable growth in a regulated environment.

You will build digital investing experiences that help customers invest with confidence and clarity. You’ll shape how customers activate, engage, and grow with new products over time through smart lifecycle design and continuous experimentation. This role blends strategy with hands-on delivery in a fast-moving, highly collaborative environment. If you enjoy solving commercial problems with data and creativity—and leading others to do the same—this role offers meaningful impact.

Job Responsibilities

• Own the lifecycle growth strategy and roadmap to increase long-term customer value through activation, consistent funding behaviour, and product adoption.
• Design and optimise end-to-end CRM journeys across channels, customer cohorts, and propositions.
• Define segmentation, targeting, and prioritisation approaches to improve relevance and customer outcomes.
• Partner with analytics teams to apply propensity scoring and decision rules to power journey decisioning.
• Identify the highest-value lifecycle opportunities and translate business goals into measurable customer mechanics.
• Lead cross-sell strategy and offer design aligned to customer needs and commercial impact.
• Build a rigorous test-and-learn operating model, including hypotheses, measurement, and learning capture.
• Own lifecycle performance reporting, insights, and recommendations for senior stakeholders.
• Lead and coach a high-performing team, setting a high bar for analytical depth and delivery quality.
• Collaborate with Product, Data, Finance, and Risk/Compliance to launch and improve capabilities while meeting governance standards.

 

Required Qualifications, Capabilities, and Skills

• Proven experience owning CRM/lifecycle growth for a digital product or service with complex journeys and multiple propositions.
• Strong commercial and analytical capability, including root-cause diagnosis and turning insights into prioritised actions.
• Demonstrated understanding of customer value management, including retention mechanics, cohort performance, and adoption levers.
• Hands-on experience with segmentation and prioritisation using data and marketing technology.
• Demonstrated experience using or implementing propensity models/scoring to improve decisioning and outcomes.
• Ability to lead in a player–captain style, balancing strategy, analysis, and execution detail.
• Strong stakeholder management skills and ability to align teams in a matrixed environment.
• Clear ability to operate within marketing governance and risk-aware decision making in a regulated setting.

 

Preferred Qualifications, Capabilities, and Skills

• Experience in financial services, fintech, or investing/wealth products.
• Experience driving growth in subscription, eCommerce, retail, telecom, or other multi-product ecosystems.
• Familiarity with incrementality measurement, uplift testing, or causal approaches to evaluation.
• Experience with personalisation and decisioning platforms (e.g., rules engines, journey orchestration).
• Track record of launching lifecycle strategy for new propositions and new customer profiles.
• Experience partnering effectively with Legal/Risk/Compliance stakeholders on marketing activity.