(John A. Salagaj, vice president, client experience at J.P. Morgan Asset Management, took a few questions about his efforts to advance the customer experience at the firm.)
Q: Can you tell us a bit about your role and what your day-to-day looks like at J.P. Morgan Asset Management?
A: I own the client journey for advisor and institutional clients and work with the primary verticals such as sales, marketing, client service, and operations to remove client pain points and sustain points of excellence. I also own all related client research and the voice of client (VOC) program.
Q: What’s a recent project or initiative your team has worked on that has made the biggest impact for your organization?
A: Our most recent project was creating a VOC program focused on issues most important to clients and bringing immediate actions to improve product delivery, onboarding, and responsiveness.
Q: What is your dream project?
A: To create a full client experience ecosystem across channels and touchpoints that is fully transparent, generated to reach to responsible parties to take action to improve the client experience (CX) and ultimately be linked to show how CX drives revenue.