JPM Payments-Vice President, Payments Client Strategy-Voice of Customer job vacancy in JPMorgan Chase Bank, N.A. – Jobs in Illinois

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Job Details
Company Name :
JPMorgan Chase Bank, N.A.
Company Location :
Chicago, IL
Job Position :
JPM Payments-Vice President, Payments Client Strategy-Voice of Customer
Job Category :
Jobs in Illinois

Job Description :
J.P. Morgan Payments Product Client Strategy team is a strategic, multi-disciplinary center of excellence with a commanding grasp of the emerging trends driving global payments in conjunction with the competitive position & market direction of J.P. Morgan. Building on this foundation, Client Strategy drives the playbooks and strategy direction of J.P Morgan Payments’ Acquiring Platform and Rails product delivery to clients and the broader market.

We are seeking a strong Vice President to join the Client Strategy team and contribute to our efforts in launching our Voice of Customer (VOC) program to help drive our customer-centric, data-driven approach, that allows our product teams to build and deliver strong and innovative acquiring products for our global client base.

The candidate will be fulfilling a critical role within an exciting and growing team in the JPMorgan Chase Payments Acquiring Platform & Rails organization. As the payments industry is growing and innovation disruptors are competing for our business, JPMorgan Chase has ventured on a multiyear transformation and modernization journey to transform our payments business to innovative and integrated solutions on a modern technology stack leveraging existing foundations in place today. We are staying laser focused on client priorities and success, keeping industry and market trends in mind to shape our products and services and how we streamline internal operating models for a best-in-class client experience that is a market differentiator.

This role will be part of the Client Strategy team and will be focused on developing the design and execution of our new Voice of Customer program. Areas of focus include partnering with teams across the organization to gather existing customer data, representing the customer across a range of audiences and experiences to ensure their voice is captured and incorporated into the product strategy, and improving and influencing the product roadmap by moving the company to action using Voice of Customer insights.

Responsibilities & Qualifications

You will support the implementation of the VOC strategy to capture feedback from internal and external sources across customer and industry segments
Identify and onboard additional valuable data sources, collaborating on data aggregation and data analysis
Lead cross-functional initiatives to gather VOC insights through a variety of methods across a broad range of stakeholders and leaders
Actively monitor for emerging trends; proactively research, communicate and action trends and anomalies
Compile and present analyses and presentations of data-driven insights and visualizations to all levels of management
Identify and implement additional areas of focus to expand the VOC competency for a holistic approach to serving our clients
Inspire the organization to listen, understand, and act on customer feedback as a key driver to product strategy and prioritization

This role requires a wide range of strengths and capabilities, including:

BS/BA degree or equivalent experience
5+ Years in Financial Services with a focus on global payments
Positive self-starter who is independently capable of seeking information, solving conceptual problems, and delivering results in challenging situations and a matrixed organization
Strong knowledge and experience in defining KPIs, OKR and metrics to drive results both for internal and external client delivery tracking and reporting to leadership
Excellent executive level verbal and written communication skills. Ability to crisply articulate VOC insights and payments knowledge in both written (presentation) and verbal form to a wide variety of internal audiences
Experience in creating executive level communication documents e.g., producing high quality presentation decks that articulate client needs with a compelling narrative
Multifaceted discipline with the ability to interact with clients, field teams, and internal owners in aggregating experience data and delivering key insights and strategy direction to all audiences
Strong critical thinking, analytical, and problem-solving skills with the ability to quickly deliver solution insights and resolve directional ambiguity
Ability to work in a cross functional environment with strong partnerships with the Client Success, Client Delivery, Technology and Architectural teams
Passionate about customer data, with a proven history of driving insights that improve the customer experience
Travel requirement: approximately up to 15% (conditions permitting)

About Us

Organization Description

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

J.P. Morgan delivers investor solutions that help clients protect their portfolios, optimize their efficiency and maximize opportunities in diverse global markets. Teams support clients across a global custody network spanning 100 markets, with custody and asset servicing, fund accounting and administration, alternative investment services, integrated analytics, agency lending, collateral management and depositary receipt solutions. Clients include asset and fund managers, asset owners, banks and broker-dealers, hedge funds and alternative investors, and insurance companies.

Employer Description

JPMorgan Chase & Co. 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 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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans
JPMorgan Chase & Co., 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 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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the “WELL Health-Safety Rating” for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm’s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans

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