You are a strategic and analytical thinker, passionate about delivering solutions to clients. You have found the right team. This is a key role on the Small Business Customer Experience team whose purpose is to increase the organization’s focus on customer experience and accelerate the improvements. The focus will be on high-impact opportunities that cut across products and customer segments. This includes creating and sharing a more holistic view of customer feedback across all voice-of-custome... more details
You are a strategic and analytical thinker, passionate about delivering solutions to clients. You have found the right team.
This is a key role on the Small Business Customer Experience team whose purpose is to increase the organization’s focus on customer experience and accelerate the improvements. The focus will be on high-impact opportunities that cut across products and customer segments. This includes creating and sharing a more holistic view of customer feedback across all voice-of-customer sources to identify key themes, issues and opportunities. It also entails leading forums to inform, discuss and act on these significant opportunities. The person in this role will be a key contributor in our efforts to drive meaningful progress, partnering with key stakeholders and owners from across the organization.
The Small & Medium-Sized Business Organization (SMB Payments) is part of global JP Morgan Payments organization and is an innovative leader in serving small and medium-size business clients through banking, payments, and value-added services. We take a client-first approach in developing solutions that help our more than 5 million small business customers across the US and Canada to start, run and grow their businesses. Together, J.P. Morgan and Chase hold the #1 position in payments market share -- both in number of transactions and volume -- processing over 2 trillion in volume and over 50% of eCommerce transactions in the U.S. The SMB Payments team is a group of builders with an entrepreneurial mindset, and we are looking for team members who value collaboration, accountability, inclusivity, customer centricity and innovation.
Job responsibilities
Drive customer experience improvements by partnering with product and process owners across the organization
Understand and amplify the Voice of the Customer throughout SMB via client journeys and spotlights
Facilitate customer journeys of current processes to identify improvements ?
Take action to improve the end to end customer experience by implementing CX improvements identified in the journey mapping program
Provide regular updates on progress, issues and impact
Ensure that key Customer Experience metrics (NPS, CSAT, Retention) are at the root of all improvements
Align customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities
Required qualifications, capabilities and skills
7 + years experience in Program Management and Process Improvement
Organized self-starter, ability to manage multiple projects simultaneously, influence others and drive measurable outcomes
Strong verbal and written communications
Identify improvements through facilitating customer journeys of current processes
Exceptional analytical, process and problem solving skills
Possess both cross-functional business and operational acumen
Relentless focus on the customer experience
Proven interpersonal effectiveness and ability to collaborate and work well with all levels of management and across organizational boundaries
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