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, J.P. 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 U.S. 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