Are you passionate about transforming client onboarding and service operations through innovative AI solutions? Join us to drive meaningful change, enhance client experience, and shape the future of operational excellence. As part of our team, you will help unlock high-value opportunities and deliver scalable, controlled AI-enabled solutions that improve productivity and risk outcomes.
As an AI Opportunity Lead within Client Onboarding & Service Operations, you will identify and deliver impactful solutions across onboarding, servicing, and contact center journeys. You will partner with cross-functional teams to translate operational challenges into actionable, AI-driven improvements, fostering a culture of innovation and continuous enhancement.
Job Responsibilities
- Lead interviews, call listening, and journey mapping across onboarding, servicing, and contact center channels (voice, chat, email, self-service).
- Scope problems, identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial impact.
- Translate business requirements into automation use cases (e.g., workflow automation, document generation, validation, AI-assisted processes) with measurable business outcomes, including cycle time, exception rates, containment, FCR, AHT, ASA, abandon rates, QA pass rates, and CSAT/NPS.
- Prioritize opportunities based on value, feasibility, risk, and client impact, defining success criteria and guardrails.
- Collaborate with Operations, Product, and Risk to ensure solutions address real workflow friction and partner with Risk, Compliance, and Model Governance to meet model risk controls and documentation requirements.
- Re-engineer processes to enable automation (simplification, standardization, elimination of non-value-add steps)
- Design Human-in-the-Loop workflows, reviewer guidelines, calibration routines, and QA sampling methods.
- Ensure auditability through decision logs, rationale summaries, and traceable inputs/outputs.
- Partner with Data and Technology teams to instrument dashboards linking AI features to business KPIs and risk indicators.
- Support pilot execution, rollout, and scaling of automation initiatives and track delivery milestones, dependencies, and risks
- Co-create training materials, playbooks, and quick reference guides for front-line teams and run pilots and structured feedback loops with Operations and Contact Center leaders.
Required qualifications, capabilities, and skills
- 4+ years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment.
- Experience working on transformation initiatives end-to-end, delivering business objectives through design (digital-led), systems implementation and operating model / process change
- Strong analytical and problem-solving skills with ability to break down complex processes
- Experience working on process improvement, automation, or digital transformation initiatives
- Strong functional understanding of client onboarding, servicing, and/or contact center operations.
- Proven ability to translate business problems into clear, measurable requirements and acceptance criteria.
- Experience interpreting offline evaluation results and online experiment outcomes to drive decisions.
- Excellent stakeholder management across Operations, Contact Center, Product, Data, Technology, Risk, and Compliance.
- Strong verbal, written communications and presentation skills – ability to articulate and tell a story
Preferred qualifications, capabilities, and skills
- Experience building gold sets, error taxonomies, reviewer playbooks, and calibration frameworks.
- Working knowledge of retrieval, grounding, and prompt safety patterns; awareness of common failure modes and mitigations.
- Familiarity with BI tools and KPI dashboards; ability to interpret analytics or basic SQL outputs.
- Background in service blueprinting, Lean/continuous improvement, or change management.
- Understanding of model risk management and responsible AI practices in regulated environments.
- Command of onboarding and service metrics and levers: cycle time, exceptions, containment, FCR, AHT, ASA, abandon, QA, CSAT/NPS.
- Develope experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.
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
Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients—including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.
Skills Required
- 4+ years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment
- Experience delivering transformation initiatives end-to-end through digital design, systems implementation, and operating model or process change
- Strong analytical and problem-solving skills with the ability to break down complex processes
- Experience with process improvement, automation, or digital transformation initiatives
- Functional understanding of client onboarding, servicing, or contact center operations
- Ability to translate business problems into measurable requirements and acceptance criteria
- Experience interpreting offline evaluation results and online experiment outcomes
- Stakeholder management across Operations, Contact Center, Product, Data, Technology, Risk, and Compliance
- Strong verbal, written communication, and presentation skills
- Experience building gold sets, error taxonomies, reviewer playbooks, and calibration frameworks
- Working knowledge of retrieval, grounding, and prompt safety patterns
- Familiarity with business intelligence tools and KPI dashboards
- Ability to interpret analytics or basic SQL outputs
- Background in service blueprinting, Lean or continuous improvement, or change management
- Understanding of model risk management and responsible AI practices in regulated environments
- Understanding of onboarding and service metrics including cycle time, exceptions, containment, FCR, AHT, ASA, abandon rates, QA, and CSAT/NPS
- Experience using AI-powered analytics, workflow automation, or intelligent process tools
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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