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How tech teams keep America's biggest bank on a digital course

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A laptop with the Chase Bank logo open.

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A recent KMPG survey of 1,000 technology executives found that planning is increasingly focused on the customer experience. Nearly 46% of his respondents cite CX as their primary goal for investing in enterprise technology. This means that technology teams are increasingly focused on being directly involved in CX.

This expanded role of technical experts in CX is in full swing at Chase Bank. Chase Bank has built an organization that fosters collaboration between product, data and analytics, design, and technical teams.

Chase Chief Information Officer Gill Haus said: , promote innovation. ”

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As of Q2 2022, Chase has 60.7 million digital active customers (up 7% over the past year) and 47.4 million mobile active customers (up 11% over the past year). Chase Chief Product Officer Rohan Amin said: “How a customer uses your app and website determines the look and feel of these experiences. A customer logs into his app 20 times a month on average. Bill payments, automatic Setting up a savings account, investing, or booking travel.”

One of Chase’s nearly 100 product teams each has a “unique product, data and analytics, design and technology leader to accelerate innovation and decision-making.” “These teams work together every day and are focused on creating beautifully designed, customer-centric experiences on our mobile apps and websites. Consider what you want to create or enhance and build the technology behind it: a scene that supports what you need.”

What skills or training should a technology professional pursue or provide in order to deliver great CX? please,” Haus says. “We are seeing a marked shift towards leveraging modern technologies such as machine learning, artificial intelligence and cloud computing to create tools that best meet customer demands. We should be open to learning about traditional technologies as well.”

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Amin adds that having technical experts closer to where customer engagements are taking place can also help attract talent. “This new structure will also drive recruitment and career development efforts. People want to work in this structure, so a purpose-driven culture and scale are among the many factors that attract talent.” ”

Workplace culture plays a key role in enabling the CX experience, says Haus. Helping our customers get the most out of their money while building technology that enhances the digital experience of our apps and websites is extremely rewarding. ”

Haus says: “I encourage technologists looking to impact consumer lives to find a company that aligns with their values, builds a career, and gives them the opportunity to make an impact at scale. .I will add: that we employ.”