Joan Saunders

About Joan Saunders

I am a seasoned leader of people, passionate about developing strong teams who work hard and have fun! I’m expert in change readiness, operations and contact center leadership, process improvement and customer success program development. I’ve worn many hats in my career starting at Chase Bank in NYC, then University of Phoenix, GoDaddy and now back home to Chase! Dean of Operations, Quality Management leader, Change Management Exec, Fraud Credit Card Support VP, strategist, six sigma black belt, integration leader. As a result, I have a unique ability to manage multi-disciplinary projects and to navigate complex challenges. My experience has taught me that my professional value boils down to- I’ve been a leader of people since I was in grade school- I love to laugh and can be relied up to build fun and collaborative teams- I work hard and give credit to the people around me- I value the importance of having a great strategy and vision for people to rally around; As the Dean of Operations for the College of Information Systems and Technology, I put this to the test- Believe that strong management competencies to lead people, process and technology can make one successful in any industry - I’ve led employee engagement initiatives at Chase, UOP and GoDaddy and draw that connection to improving customer success- Driving customer experience insights and initiatives has been key to each role- Lead Change Management across person operations team, using Prosci Change Practitioner tools- Holds Six Sigma Black Belt Certification and Prosci Change Practitioner CertificationWhen I’m not working, I love to play tennis, hike, run and explore the outdoors with my family. I am the crazy mother in the stands cheering on her boys, and love to travel.

Experience

1. Business Banking Change Management Executive Director

   JPMorganChase

   Nov 2023 — Present · Phoenix, AZ, US

   Lead the Change Management aka Change Readiness organization supporting Business Banking

Education

• Boston College

  Bachelor's of Arts

Skills

• Leadership
• Coaching
• Performance Management
• Program Management
• Continuous Improvement
• Vendor Management
• Six Sigma
• Lean Manufacturing
• Operations Management
• Management
• Team Building
• Change Management
• Process Improvement
• Project Management
• Banking
• Relationship Driven
• Risk Management
• Strategic Planning
• Call Centers
• Analytics
• Staff Development
• Business Intelligence
• Business Process Improvement
• Call Center
• Quality Assurance
• Cross-Functional Team Leadership