Vice President of Guest Experience & Partnerships on the Lounge team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions, all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations.

Job summary

As Vice President of Guest Experience & Partnerships on the Lounge team, you will define and deliver the guest experience across food & beverage, wellness and special activations for open lounges and future pipeline lounges. You will combine creative vision and trend awareness with a practical understanding of operations to help shape experiences unique to each location.

Job responsibilities

• Lead the guest experience concept development across food & beverage, wellness and experiential programming, in line with the brand and premium positioning
• Work with external operators to deliver on the guest experience vision in a highly complex airport environment, including driving implementation, overseeing day-to-day customer feedback metrics and performance, and serving as a point of contact for all guest experience
• Own the full lifecycle of the lounge F&B and wellness partner relationships including sourcing, signing, onboarding and contract fulfillment
• Manage wellness and partnership budgets and invoicing to deliver strong value for guests while maintaining financial discipline
• Partner closely with Operations, Real Estate, and Design on programming briefs or RFPs for net new lounges or refurbishments, finding opportunities for unique experiences
• Work cross-functionally with internal stakeholders to deepen relationships with the firm while delivering value to Card Members

Required qualifications, capabilities, and skills

• 8+ years in hospitality guest experience
• Bachelor’s degree required

Preferred qualifications, capabilities and skills

• Strong understanding of guest experience, partnerships and end to end project management
• Outstanding relationship management and ability to work within a highly matrixed structure
• Critical thinker, ability to influence and problem solve
• Excellent communication skills
• Proactive, action-oriented and results-driven; can prioritize and manage multiple complex initiatives at the same time
• Effective in a fast-paced, deadline-oriented environment
• Knowledge of Dining Programming and Airport Lounges preferred