JOB DESCRIPTION
You enjoy shaping the future of product innovation and customer experience improvement, driving value for customers and Operations, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients.
As a Product Analyst in the Customer Channel: Voice - Interactive Voice Response (IVR) area, you are an integral part of the team that innovates product offerings, shapes the product roadmap and leads improvements for our clients and Operations. You will collaborate with Operations, Risk, Authentication, Fraud, Service, and Voice product teams to discover problems and solutions and deliver on business and risk objectives. The role will contribute in problem discovery, writing requirements, acceptance criteria and shaping inputs to the product roadmap. This role is ideal for someone with strong client support skills, data-informed business analysis, requirement writing experience and a strong desire to understand and grow in the product and agile environment.
Consumer & Community Banking (CCB) Operations Product organization provides critical cross-line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility.
Job responsibilities
- Collaborates with the Product Delivery Manager to execute on key discovery and delivery efforts, identify ways to boost efficiencies
- Manage discovery efforts, partnering with stakeholders, analytics, engineering, research & UXCX design teams to validate problems, identify solutions
- Use data to identify and present problems, improved solution designs, assessment of solution outcomes and value
- Use design research, journey-process mapping, and market analysis to inform the strategic product roadmap
- Write epics and stories in the product backlog to guide agile scrum teams on delivery
- Deepen relationship with Operations, Risk and Product partners to understand their needs, align backlogs and shape the Voice IVR roadmap
- Communicate and track value of product delivered feature improvements
Required qualifications, capabilities, and skills
- 3+ years of experience or equivalent expertise in product management or a relevant domain area
- Demonstrated performance in either product management or relevant domain area
- Demonstrated ability to use data, to transform and align business requests to product requirements and services.
- Strong client service skills including follow-up, running meetings and engaging resources as needed to be successful.
- Shows initiative through problem identification, ownership and resolution
Preferred qualifications, capabilities, and skills
- Demonstrated prior experience working in a cross-functional, complex organization
- Demonstrated prior experience working in an agile software delivery organization
- Contact Center or IVR product experience desired
- Knowledge of the product development life cycle
ABOUT US
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 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.
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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.