FinTech Female Fridays: Meet Elizabeth Conrad, Executive Director of Customer Experience at Chase

“I’ve always believed in using data to tell a story,” says Elizabeth Conrad, reflecting on her early days as a Research Analyst. For the first eight years of her career, she was in investment banking, mastering how to extract insights from data and translate them into action. But it wasn’t long before she found herself craving a shift  “something a little less academic and more operational.”

That change came when a former colleague tapped her to lead Go-To-Market and Operations at JPMorgan Asset and Wealth Management. There, she managed teams responsible for marketing onboarding and CRM tools to advisors, training them, and handling support. Eventually, her focus evolved: “The natural transition was to build experiences so intuitive that they didn’t require training or customer servicing.” Today, she leads Customer Experience  where her mission is to use data to optimize both digital and live service experiences so customers get fast resolution, on their terms.

When asked how she differentiates herself in her role, Elizabeth doesn’t hesitate. “I continuously ask why and drive toward the root cause of customer pain points.” She explains that customer frustrations often appear simple, but understanding them deeply requires analyzing support calls, digging into survey feedback, analyzing where people drop off digitally, and testing solutions all while staying close to the actual language customers use. 

“We studied customer calls after credit card declines. It turned out many customers didn’t know they were over their credit limit  so we introduced real-time notifications.”

 The impact was immediate and measurable: fewer support calls, higher payment rates, and increased customer spend.

One principle she credits for her success is a lesson she learned early on: “Always ground yourself in data.” It’s advice that’s anchored her through strategic decision-making, team leadership, and even stakeholder management. “Sometimes we can get swept up in noise and anecdotes, but the data never lies,” she says. This analytical discipline has given her clarity in moments when gut feelings or popular opinions weren’t enough.

Her biggest leadership growth came from a mistake: hiring the wrong way. “Over time, I learned how to hire for success,” Elizabeth shares. She now turns every interview into a working session, giving candidates a live business challenge she’s actively solving. “It makes for a much more interesting and revealing conversation,” she says, compared to relying on standard behavioral questions. This approach helps her find people who don’t just look good on paper but who actually think the way the job requires.

In a world where FinTech is evolving at breakneck speed, Elizabeth's story is a reminder that data-driven curiosity, thoughtful hiring, and user-centered design aren't just buzzwords, they’re career accelerators. Her journey shows that being great at your role isn’t about having all the answers, but knowing how to ask the right questions.

More About Elizabeth

Where you currently live: New York City

Family at home: My husband and 2 kids (5 year old daughter, 21 month old son)

Hometown: Baltimore, MD

Favorite hobby: Cycling, baking

Favorite show to binge: Downton Abbey, Call the Midwives, Gilded Age

Favorite fintech media that inspires you: Not necessarily fintech, but I’m a big fan of “The Two Percent” podcast (hosted by the Female Founders Fund). It tells the stories of incredible female-led startups (e.g., Maven, Madison Reed) and how they’re changing the landscape of all industries, including fintech, healthcare, and consumer products.

Do you have any productivity hacks?  

My productivity hack is to minimize meetings. I try very hard to 1) ask for a meeting agenda where there is not one included and 2) not attend meetings where I don’t have anything to contribute (or as we call it, “being a meeting tourist”). Instead, I pull in the right team members. It helps me be more productive and also helps develop members of the team and encourages them to answer questions that come up. 

Disclaimer: In this post, Elizabeth is referring to experiences throughout her career, not necessarily limited to her time at JPMorganChase. Any views expressed are those of Elizabeth Conrad's and not JPMC.