Clarito Anacay
CX Marketing Director at JPMorganChase | Insights Storyteller, C-Suite Communication
- Role
- Marketing Director at JPMorganChase
- Location
- Middletown, DE, US
- LinkedIn followers
- 500 followers
About Clarito Anacay
I believe that the most successful businesses don’t just hear their customers—they…
Experience
Marketing Director
Jan 2022 — Present · Wilmington, DE, US
Lead employee service experience across 10 global service locations and ~3K specialists, including ~200 owned customer product references, recertifications, training and customer journey workflows. Travel ~25% between 6 domestic and 4 offshore locationsLead customer experience across 5 core products,~20 cards and partnerships. Created centralized horizontal operating model to lead key initiatives impacting customer in market touch points and improve customer overall satisfactionCreated monthly reviews combining data insights across NPS, JD Power, CSAT and complaints into executive ready presentations to drive awareness on results and customer verbatim. Within 2 years, saw an NPS increase overall of +11 across Branded Cards with specific product increases ranging from +3 to +22 based on survey populationManage five centralized controls and complaints monthly reports identifying key themes and actionable insights. Developed KPI’s including complaint rate, results of ~1.5% across ~45M active accounts, successfully closed 6 process review auditsCreated service center You Spoke. We Listened program to close the loop on feedback received during site visits. Best in class model adopted across other lines of business, including dedicated Card experiences in service centers to bring specialists closer to the customer experience when using our products. Manage annual centralized product budget of ~$1MSuccessfully supported service readiness for 4 new product launches across consumer and business card, including developing and executing training materials and timelines for service teams and owning specialist customer facing content
Education
Wilmington University
Business Administration/Finance
2002 — 2005
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