Market and Product Expansion Manager Client Experience Strategy- Payments - Vice President

JPMorgan Chase • Plano, TX • 5h ago

You are a strategic and analytical thinker, capable of analyzing trends, aligning client needs, and support the smooth release, adoption of and continued engagement with our products. Leverage your analytic skillset to unlock the future of product innovation and help shape how clients experience our offerings

As the Merchant Services Commercialization Client Experience Strategy Vice President within the Merchant Services team, you will work closely with Product, Sales, and Operations teams to evaluate customer feedback, pinpoint areas for enhancement, and create actionable insights.

Job responsibilities

Conducts comprehensive analysis on customer feedback to evaluate trends, and client behavior

Understand user behavior, pain points & competitive user experience gaps in our client offerings.

Own the ongoing optimization and iteration of our small business merchant experience from onboarding to ongoing management; Identify UX friction in our end-to-end workflows including client onboarding, internal reporting, and drive improvements to our products

Create success metrics and roles and responsibilities for execution

Collaborate with partners to define customer experience strategic improvements, implement strategy and measure impact by planning coordinating with the appropriate teams, such as product, servicing, operations and risk.

Analyze customer experience trends to identify areas for improvement and develop actionable insights.

Organize and host forums to share insights with stakeholders and gather feedback.

Develop modern and easy-to-follow CSAT and NPS decks to present insights and recommendations.

Collaborate with the support team to ensure content is relevant, up-to-date, and effectively addresses customer needs.

Guide and direct the creation of helpful tips and videos to enhance our support content and influence customer satisfaction.

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise in Marketing, Customer Experience, Product, or Project Management

Strong understanding of risk management and controls, regional and local nuances, and governance requirements

Proven ability to comprehend and interpret market regulatory requirements to confirm and secure required market approvals and operational requirements

Proficiency in Microsoft Word, Excel, and PowerPoint

Strong communication skills and ability to explain product related customer feedback to stakeholders

Proven experience in customer experience, project management, or a related field.

Strong analytical skills with the ability to interpret data and trends.

Excellent communication and presentation skills.

Experience in guiding the creation of engaging content, including videos and written materials.

Ability to work collaboratively with cross-functional teams.

Proficiency in tools and software for creating presentations and videos. Strong organizational skills and attention to detail.

Preferred qualifications, capabilities, and skills

Experience driving change with stakeholders using client feedback

Experience with customer satisfaction metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

Familiarity with customer support platforms and content management systems.

Experience managing Customer Experience within Merchant Services.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

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