JPM Commercial Bank is looking to improve Client Experience (CX) through data-driven insights and storytelling to influence new products, features, and market strategy.
Requirements
- 1+ years of experience in voice of customer or client experience roles with true passion for insights generation, leveraging innovative technologies
- 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
- 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
Responsibilities
- 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
- Utilize 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
Other
- Collaborate with product, business, transformation, and functional partners to share client feedback and resolve conflict through expert collaboration and broad decision-making
- Communicate regular updates to JPM Payments and Commercial Banking leadership including presentations and executive summaries
- Some travel required (10%) to visit clients and internal partners
- Establish self as subject matter expert, trusted partner or role model
- Bachelor's degree in related field or equivalent work experience
