JPMorgan Chase has named an ex-Amazon executive as its new head of customer experience for consumer banking and wealth management.
Marbue Brown will oversee customer experience in Chase’s branch network, call centers and digital and mobile platforms. according to an internal memo provided to American Banker on Monday. He will report directly to Thasunda Duckett, the CEO of Chase’s Consumer Bank.
Brown previously worked for Amazon, leading the company’s Andon Cord customer service program.
That program is based on one initially developed at Toyota that allowed assembly workers to stop production in order to address quality issues. At Amazon, the Andon Cord program monitored items for sale and pulled those that caused bad customer experiences in order to fix the root causes.
In the employee memo, Duckett praised Brown as a widely respected expert in process design, analytics and customer measurement.
Before joining Amazon, Brown held other senior customer experience roles at Microsoft, Cisco Systems and Telcordia Technologies. He has a bachelor’s degree in mathematics education from the University of Liberia and two master’s degrees in mathematics and statistics from Ohio State University.
