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JPMorgan Chase is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing and asset management. The firm serves millions of customers in the U.S. and many of the world's most prominent corporate, institutional and government clients.Our Consumer & Community Banking (CCB) organization is dedicated to serving nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits. As part of the group, you will support the delivery of award-winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. You will be empowered to contribute to the development and delivery of cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients. Our mission is to create engaged, lifelong relationships with current and future customers and we put our customers at the heart of everything we do.CCB has undergone a massive transformation to a product-aligned organization, which has allowed us to accelerate our focus on customer experiences. The newly formed Customer Experience (CX) and Personalization team is tasked with powering extraordinary customer experiences by leveraging cutting edge data, machine learning / artificial intelligence. It will be working at the heart of CCB to transform our customer experiences across digital and other channels to be highly tailored and personalized. We are building a center of excellence that will take our significant data assets, make it easy to consume, and apply the right intelligence and metrics to completely transform our experiences for various customer segments. We are looking for a Strategy and Business Operations Lead to drive development and implementation of a unified Customer Experience strategy across the organization.ResponsibilitiesThis role will report to the head of CX and Personalization and will be in charge of coordinating multiple work streams including cross functional CX forum, policies, OKRs and core metrics
Support key progress reporting and escalation processes by maintaining CX wide road maps, statuses, risks and issues
Coordinate dependency management activities and help to resolve issues
Act as a culture setter and culture carrier by coordinating key planning, team building, communication and celebration events
Act as primary interface with all support groups including the Agility Office, Finance, Risk and Control
Network with broader Product Management community to import and share best practices
Actively participate in Digital and firmwide initiatives, where appropriate
RequirementsSeasoned business leader with 10+ years of work experience at a management consulting firm, on a corporate strategy team, or in investment banking
Experience in program and project management disciplines, preferably in the connection of multi-year large successful transformations
BS/ BA degree, MBA or Master's degree preferred
Experience influencing and collaborating with senior stakeholders in a matrixed organization
Excellent problem structuring and problem solving skills
Outstanding communication, interpersonal and presentation skills
Expertise in working in partnership with colleagues throughout the firm, and in leading collaborative teams to achieve common goals
About UsWe 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.Equal Opportunity Employer/Disability/VeteransChase 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.Equal Opportunity Employer/Disability/Veterans