JPMorgan Chase poached an executive from Amazon to help the bank improve the customer experience.
Chase on Monday announced the hire of Marbue Brown as its head of customer experience for Consumer Banking and Wealth Management. He’ll report directly to Thasunda Duckett, CEO of Chase’s Consumer Bank.
“Marbue will partner with my leadership team and other Chase senior leaders to help us define the vision for a world-class customer experience,” Duckett wrote in a memo seen by Business Insider. “He’ll help guide our Chase customer journey with a focus on deepening relationships.”
Brown joins the country’s largest bank by assets from Amazon, where he served as global lead of the company’s “Andon Cord” customer experience team, a group that focused on monitoring products that consistently disappointed customers and rooting out the problem. Andon Cord is a manufacturing process originally developed by Toyota to solve assembly line quality issues.
Hiring an exec from one of the world’s foremost tech giants is another sign of JPMorgan’s efforts to boost its own technology chops. At Chase, Brown will be tasked with improving customer engagement across platforms — branches, call centres, online, and mobile.
He’ll start off from a nice foundation. In June, JD Power ranked Chase fourth of the 23 large and mid-sized banks for customer satisfaction — the top performer of the big-five banks for the fifth year in a row.
In in the second quarter, Chase reported deposits were up 10% year-over-year to $US507 billion. The company also reported 45 million active digital users, up 14% from the previous year.
Prior to Amazon, Brown, who is originally from Liberia, spent nearly a decade at Microsoft.