Joshua A.
Commercial Card Implementation Associate @JPMorganChase
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WORK HISTORY
Commercial Card Implementation Associate @JPMorganChase
Charlotte, NC, US
Led 120+ commercial card implementations for middle-market and enterprise clients, integrating payment solutions with ERP and expense platforms including Expensify and Concur.Delivered implementations 40% faster than peer average by optimizing onboarding workflows and stakeholder coordination.Increased client card spend to 33% above peer benchmarks through tailored onboarding strategies, targeted training, and adoption enablement.Partnered with product, technology, and operations teams to align implementation outcomes with broader product strategy.Developed and presented a strategic proposal to the Customer Experience Innovation Committee advocating use of LLMs to improve client interactions and operational efficiency.Authored user guides and process documentation, improving onboarding efficiency.Applied structured client feedback and journey insights to refine processes, improve service delivery, and enhance customer satisfaction.Supported early implementation of AI-enabled tools to improve client query resolution and streamline internal workflows.
EDUCATION
Appalachian State University
Bachelor of Business Administration (B.B.A.), Finance and Banking, Risk Management and Insurance
University of North Carolina at Charlotte
Master of Business Administration - MBA, Innovation and Growth Strategies
ABOUT JOSHUA A.
Product, customer experience, and innovation professional in financial services focused on improving complex client journeys in commercial cards and payments. I combine implementation strategy, ERP integrations, journey insights, and enablement to translate client needs into scalable solutions and measurable outcomes in regulated environments.At JPMorgan Chase, I’ve led 120+ commercial card implementations for middle-market and enterprise clients, integrating payment solutions with ERP and expense platforms including Expensify and Concur. I delivered implementations 40% faster than peer average by optimizing onboarding workflows and stakeholder coordination, and increased client card spend to 33% above peer benchmarks through targeted onboarding, training, and adoption enablement.I’m especially interested in AI-driven CX and practical innovation. I developed a proposal for a Customer Experience Innovation Committee advocating the use of LLMs to improve client interactions and operational efficiency, and supported early implementation of AI-enabled tools to improve query resolution and streamline internal workflows.Strengths: CX strategy & journey mapping, client onboarding & enablement, payments/commercial cards, ERP integrations, process automation, metrics-driven improvement, and cross-functional leadership.
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