Job Summary:
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Global Client Experience (GCX) is a multifaceted organization comprised of client feedback generation, market research and analytics, client journey mapping, complaints management that supports all lines of business in Commercial Banking as well as partners in Corporate & Investment Bank (CIB), which service both CIB and CB clients.
Job Requirements:
Be the \"voice of the client\" for JP Morgan Payments and develop a deep understanding of the client's needs and identification of product and service delivery gaps
- Drive actions identified from surveys and interviews to improve Client experience
- Uncover insights and tell stories from the research: Go beyond reporting of data to provide internal functions and lines of businesses with the strategic narratives and actionable insights they need to make business decisions
- Derive insights across channels, products, and business segments and translate into strategic recommendations
- Build research surveys as needed, recruit clients for interview research and manage research initiatives for select areas within JPM Payments
- Collaborate with product, business, transformation, and functional partners to share client feedback and resolve conflict through expert collaboration and broad decision-making
- Familiarity with a wide range of qualitative and quantitative techniques and the ability to derive insights across channels, products, and business segments and translate into strategic recommendations
- Engage and drive organization in Client experience innovation / and introducing ideas for improving overall client experience
- Drive cross functional opportunities to improve client experience or meet client needs
- Foster an environment where risk/control issues are escalated, and trends are anticipated and identified
- Communicate regular updates to JPM Payments and Commercial Banking leadership including presentations and executive summaries
- Establish self as subject matter expert, trusted partner or role model
Required Qualifications & Skills:
- 5-7 years of experience in voice of customer or client experience roles with true passion for insights generation, leveraging innovative technologies
- 3-5 years project management experience
- Strong analytical skills with the ability to recognize key trends and insights and the ability to explain research findings to executive audience
- Demonstrated experience collaborating with multiple teams, coordinating across different cross-functional initiatives, and reaching consensus with diverse stakeholders
- Demonstrated ability to engage directly with senior executives and clients
- Ability to interact with colleagues at all levels, in a peer-like way, and achieve goals without direct control over resources
- Successful track record setting and achieving challenging goals and demonstrating entrepreneurial leadership
- Outstanding ability to work well in cross-functional teams while coaching and developing other team members
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience
Preferred Qualifications & Skills
- MBA or Master's degree is a plus
- Management consulting experience
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
Base Pay/Salary
New York,NY $114,000.00 - $182,000.00 / year