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, . 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 .
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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