Job Description

Kinexys is helping redefine how finance will work—real-time, digital-first, and integrated across complex ecosystems. As a Vice President in Kinexys Business Operations (Customer Experience & Organizational Readiness), you will lead the strategy and execution for customer adoption and operational readiness.

You’ll be accountable for building scalable operating motions that translate product innovation into measurable client outcomes—faster onboarding, higher adoption, better service experiences, and repeatable launch readiness. This role partners closely with Product, Technology, Service, Sales/Client teams, and controls stakeholders to deliver a best-in-class fintech customer journey at enterprise scale.

Job responsibilities

• Set the customer experience and readiness strategy for Kinexys, aligning priorities across Product, Tech, Service, and regional stakeholders.
• Lead end-to-end customer journey design and optimization (onboarding, servicing, releases), establishing standards, playbooks, and measurable experience outcomes.
• Own launch and change readiness governance for the region: impact assessments, stakeholder alignment, cutover/hypercare frameworks, and post-launch performance reviews.
• Build a scalable enablement engine (training, FAQs, release communications, playbooks) that supports both internal teams and external customer adoption.
• Operationalize Voice-of-Customer by establishing intake channels, synthesizing insights, prioritizing themes with Product/Tech, and tracking remediation to closure.
• Partner with service and incident functions to improve customer communications, reduce repeat drivers, and strengthen knowledge management/self-serve.
• Define and manage KPIs/OKRs for customer experience and readiness (e.g., time-to-onboard, adoption, ticket trends, satisfaction metrics where applicable), producing executive-ready reporting and insights.
• Drive operational excellence and controls: process governance, documentation, risk-aware procedures, and continuous improvement—ensuring readiness at scale in a regulated environment.
• Lead and develop a team (directly or via matrix), setting a high bar for execution, client obsession, and cross-functional collaboration.

Required qualifications, capabilities, and skills

• Experience in business operations, customer experience, product operations, change management, implementation/onboarding, or service delivery
• Proven ability to lead cross-functional programs with senior stakeholders and complex dependencies.
• Strong customer-facing communication skills—able to translate technical/product change into clear adoption narratives and decision points.
• Experience building operating models and scalable processes (playbooks, governance, metrics, continuous improvement).
• Strong analytical mindset with comfort using data to prioritize, measure outcomes, and influence roadmaps.

Preferred qualifications, capabilities, and skills

• Experience leading EMEA rollouts and working across global operating models and time zones.
• Familiarity with journey mapping, service management/incident communications, and enablement program design.
• Exposure to controls, risk, compliance, and governance expectations in regulated environments.
• Knowledge of digital payments, transaction banking, distributed ledger/tokenization concepts, or enterprise platform onboarding (helpful but not required).
• Experience in fintech, payments, enterprise SaaS, or financial services

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.