Our team is at the heart of building and improving the servicing technology that supports every aspect of the Chase offering, including new market expansion. We are looking for solution-oriented, commercially minded, customer-focused product talent, used to working in an agile environment, who want to be part of building an exceptional user experience within a diverse and inclusive team.
As a Senior Product Associate at JPMorganChase within the International Consumer Bank, you are an integral part of the team that innovates new product offerings and supports the end-to-end product life cycle. You act as the voice of the customer, turning customer and operational problems into requirements that deliver measurable value. Partnering closely with engineering, design, operations and control colleagues, you help guide features from discovery through launch, gather feedback, and ensure a top-tier client experience — with a strong commitment to scalability, resiliency and stability.
You will help lead the development, testing, implementation and maintenance of our Voice & Chat platform (Amazon Connect) to enable delivery of an industry-leading customer service experience across the UK and Germany, scaling to other European markets.
Job responsibilities
- Contribute to the roadmap and objectives for our customer service operations technology platform, owning defined voice and chat journeys end-to-end
- Take responsibility for the successful delivery of your product areas, ensuring they meet the acceptance criteria of your stakeholders
- Translate customer and agent problems into PRDs, epics and INVEST user stories with clear, testable acceptance criteria
- Partner with the Tech Lead and Solution Architects to ensure alignment and feasibility of product, technical vision and requirements across Amazon Connect, AWS services and Salesforce
- Create testing and implementation plans, and support release readiness and post-launch validation
- Ensure the product meets all legal, regulatory, risk and control requirements across UK and EU regimes
- Define baselines and track outcomes against platform metrics such as FCR, AHT, CSAT and NPS
- Represent Product in availability, incident and resilience reviews, converting findings into prioritised backlog items
- Be hands-on, detail-oriented and outcome-focused, as well as a strong team player
- Demonstrate experience delivering and scaling customer service operations technology products
- Have experience in a complex software environment with Agile/Scrum development
Required qualifications, capabilities and skills
- Show strong experience with planning, prioritizing and maintaining product backlogs
- Demonstrate strong experience assessing value, developing cases, and prioritizing stories, epics and themes so that work focuses on maximum value and aligns with product strategy
- Possess strong working knowledge of Agile principles, processes and best practices
- Exhibit experience with hypothesis-driven development, product experimentation and product analytics
- Communicate strongly and feel comfortable explaining design, architecture and roadmap to a wide range of audiences from both technology and business backgrounds
- Demonstrate sound judgement on regulatory, risk and control requirements within financial services
- Good understanding of process mapping and customer journey mapping
- Experience with CaaS products and Operations or Customer Service
- Knowledge of Amazon Connect and its out-of-the-box functionality and tools
- Exposure to Salesforce or comparable CRM platforms
- Experience delivering across multiple European markets
Preferred qualifications, capabilities and skills
Awareness of conversational AI or AI features around this domain
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 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.
Skills Required
- Strong experience planning, prioritizing, and maintaining product backlogs
- Experience assessing value, developing business cases, and prioritizing stories, epics, and themes
- Strong working knowledge of Agile principles, processes, and best practices
- Experience with hypothesis-driven development, product experimentation, and product analytics
- Strong communication skills across technology and business audiences
- Sound judgment regarding regulatory, risk, and control requirements in financial services
- Understanding of process mapping and customer journey mapping
- Experience with CaaS products and operations or customer service
- Knowledge of Amazon Connect functionality and tools
- Exposure to Salesforce or comparable CRM platforms
- Experience delivering products across multiple European markets
- Awareness of conversational AI or related AI features
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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