CB CX Payments Assoc

Commercial Banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients' domestic and international financial needs.

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 Summary:

We are seeking an individual to play a lead role covering JPM Payments CX projects. This individual will be responsible for collaborating across a diverse set of stakeholders, clients, and senior executives to innovate and execute CX solutions. This function requires a highly organized, self-motivated, resourceful, solutions-oriented individual who can execute well in a fast-paced environment while working on multiple, concurrent projects. Strong writing and verbal communication skills are a must.

Job Responsibilities:

• Be the \"voice of the client\" for JPM Payments clients and develop a deep understanding of the client's needs and identification of product and service delivery gaps
• Drive actions identified from survey to improve CX
• Derive insights across channels, products, and business segments and translate into strategic recommendations
• Collaborate with product, business, transformation and functional partners to share client feedback and resolve conflict through expert collaboration and broad decision-making
• Engage and drive organization in CX 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 Wholesale JPM Payments and CB leadership including presentations and executive summaries

Required Qualifications, skills and capabilities:

• 2 to 3 years of experience in voice of customer or client experience roles
• 1 - 2 years of strong project management skills
• Ability to analyze and synthesize quantitative and qualitative information, and present concise, easy-to-read findings to an executive audience
• Superior written and verbal communication skills
• 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
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience

Preferred Qualifications, skills and capabilities:
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 $88,350.00 - $128,000.00 / year