• Collaborate with product owners, engineering, monitoring and analytics partners to gain and share customer experience impacts and platform pain points.
• Synthesize customer impact resulting from production incidents into summaries that can be shared across the product team, providing updates as needed. This is intended to inform the product team (not a replacement for established Chase incident management processes).
• Monitor and share the Voice of the Customer. This includes reviewing complaints, surveys and other feedback channels. This is a product perspective and does not replace other Chase processes for formal reporting.
• Develop an understanding of the Transfers platform functionality and flows to connect issues, escalations and Voice of the customer to the customer experience.
• Advocate for improved customer experience within the product team and across internal partners. Proactively identify emerging issues and collaborate with team to identify options/solutions.
• You will be evaluating incidents and escalations along with other customer feedback channels (ex. complaints, surveys) against an understanding of the Transfers platform then advocating for the best path forward.
• You will be the hub for customer experience impacts, trends and implications across the product team.

• Bachelor's Degree required or equivalent work experience and minimum 3+ years of experience in financial services, digital, product management or operations
• Strong communication skills are also needed because you will be responsible for sharing learnings broadly across the product team.
• Passion for understanding customer needs.
• Ability to think strategically and to connect the dots to the bigger picture, while still comfortable diving into the details required to ensure successful execution

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 $110,200.00 - $160,000.00 / year