Product Lead - Servicing, Customer Journeys, Contact-Centre

Job Description
Out of the successful launch of Chase in 2021, we're a new team, with a new mission. We're creating products that solve real world problems and put customers at the center - all in an environment that nurtures skills and helps you realize your potential. Our team is key to our success.
As a Product lead at JPMorgan Chase, you are the heart of this venture, focused on getting smart ideas into the hands of our customers. You have a curious mindset, thrive in collaborative squads, and are passionate about new technology. By your nature, you are also solution-oriented, commercially savvy and have a head for fintech. You thrive in working in tribes and squads that focus on specific products and projects - and depending on your strengths and interests, you'll have the opportunity to move between them.
While we're looking for professional skills, culture is just as important to us. We understand that everyone's unique - and that diversity of thought, experience and background is what makes a good team, great. By bringing people with different points of view together, we can represent everyone and truly reflect the communities we serve. This way, there's scope for you to make a huge difference - on us as a company, and on our clients and business partners around the world.
Job responsibilities:

• Define servicing strategies and principles that re-think the way in which the organisation meets the needs of customers who need our help and support. This includes a comprehensive foundation of when and how customers self-serve, when and how they reach out to the business, and how we can best resolve their issues
• Lead product, design and engineering to define and build multi-channel customer journeys (across web, mobile, phone, chat, email, social media) that address customers' support needs, based on a clear understanding of the context and severity of a problem
• Support the direction of travel for a sophisticated digital 'servicing stack' - the capabilities, tooling and dashboards that help us achieve both internal operational excellency and a market leading customer experience
• Define the servicing KPIs that the product organisation delivers against
• Build an experience that turns those who come to us for help into our fans

Required qualifications, capabilities and skills:

• Experience in product design and development, both as a team lead and as an individual contributor
• Experience building both self-serve and assisted customer experiences
• Experience working in a highly service-centric culture, with a high bar for customer outcomes
• Experience managing a team of product managers and designers
• Experience working alongside engineering (front/back end)
• Understanding of servicing systems, including contact-centre platforms and CRM systems
• Awareness of technologies and trends, and their application and relevance to rich customer experiences

Preferred qualifications, skills and capabilities:

• A desire to solve hard problems
• A desire to teach others and share knowledge. We aren't looking for hero leaders, more for team players. We want you to coach other team members on servicing principles, practices and implementation patterns.
• Clarity of thought. We operate quickly and efficiently, and we value people who are economical with their time and clear with their opinions. This is critical also because this role will define principles that guide the work of others.
• Comfortable in uncharted waters. We are building something new. Things change quickly. We need you to learn technologies and patterns quickly.
• Ability to see the long term. We don't want you to sacrifice the future for the present. We want you to choose technologies and approaches based on the end goals.
• Comfortable working within a geographically distributed team
• Experience in a regulated industry is a bonus, but not a necessity

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About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.