Marbue Brown will be moving from Amazon (NASDAQ:$AMZN) to JPMorgan Chase (NYSE:$JPM) to lead the latter’s attempts to improve the company’s customer service experience. The former Amazon executive’s move also illustrates Chase’s interest in improving its technological edge.
Marbue Brown served as global lead for Amazon’s ‘Andon Cord’, a customer service team focused on identifying consistently poorly reviewed products and weeding out the cause of their poor reviews. The Andon Cord system was originally developed by Toyota in order to solve assembly line quality problems.
Brown will be tasked with improving customer engagement across all of Chase’s platforms including mobile, online, call centers and branches. Brown will report directly to Thasunda Duckett, the CEO of Chase’s consumer bank.
Brown comes into the company at an advantageous starting position. Chase has continually proved to rate highly for customer service. Last June, J.D. Power ranked Chase fourth overall when it came to customer service among the 23 large and mid-sized banks. This made it the top member of the big five banks when it came to satisfaction for the fifth year in a row.
The bank has already seen a notable increase in customer service. In the second quarter, Chase reported a 14% increase in online users at 45 million users. They also reported an increase in deposits by 10% year-over-year to $507 billion.
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