Gohar Irfan
Executive Director, JPMorgan Chase & Co - Strategy, Analytics, Product and Client Experience
- Role
- Executive Director, Global Client Experience at JPMorganChase
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Gohar Irfan
I can use the past to explain the present but do not let my thoughts be shackled by it…
Experience
Executive Director, Global Client Experience
May 2022 — Present
Responsible for creating a roadmap outlining vision, direction, and expected progress of an experience over time. • Managing the portfolio of initiatives and creating a balance in the pursuit of quick wins with longer term company objectives. • Align cross-functional teams, manage delivery expectations, and ensure collaborators are informed of key decisions/trade-offs.• Influencing platform and application owners to embrace product management principles of client centricity and ease of interactions/actions as a core part of their strategy.• Engage with clients and employees via in-depth interviews, facilitated working sessions, focus groups and surveys.• Create space for healthy challenge for something tangential to the targeted measurement of client experience. • Establish key performance indicators and metrics to measure the success of customer experience efforts.• Leverage LLM and advanced analytics to derive insights across channels, products, and business segments.• Enabling the firm by sharing the industry perspective gathered via conducting competitive analysis and benchmarking studies.• Apply design-thinking methodology to co-create, with key stakeholders, the best-in-class experiences. • Understand end to end customer journey to champion and evangelize the story around the value we can create for our clients. • Communicate frequently and effectively with business and technical stakeholders.
Education
Northwestern University
Master of Business Administration (MBA)
2012 — 2013
Skills
- Banking
- Risk Management
- Portfolio Management
- Corporate Banking
- Business Process Improvement
- Financial Modeling
- Mergers & Acquisitions
- Credit Risk
- Finance
- Investment Banking
- Financial Risk
- Cash Management
- Credit Analysis
- Strategy
- Transaction Banking
- Lines of Credit
- Trade Finance
- Strategic Financial Planning
- Commercial Banking
- Management
- Project Management
- Small Business Lending
- Valuation
- Analytics
- Business Strategy
- Corporate Finance
- Analysis
- Financial Analysis
- International Banking Services
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