JPMorgan Chase Design Lead in Wilmington, Delaware
Delivering exceptional Customer Service is vital at Chase. It drives our NPS and our ability to build lifelong relationships with customers. It also directly impacts our brand and reputation. And, without exceptional self-service In particular, our customers and employees are frustrated and our costs are too high.
Our goal is to leapfrog competition, not only by improving gaps in self-service, but creating new ways to get service from Chase. The Journey approach is a new one at Chase; where we are designing the end-to-end service experience as a customer travels across Chase.
These strategies will drive our approach:
We are using data across the customer’s journey to inform what we improve or create
We are deploying solutions that are:
Prioritized based on cost to Chase and customer pain point, + gap to parity
Delivered in a One Chase approach, meaning a consistent customer servicing experience across all Chase channels, products, and LoBs
Delivered using new technology that will define Chase as an innovative company
Inclusive of all factors that impact a customer’s journey, such as policies, processes, and technology
Our team will own both design and delivery of the Journey, meaning they will design it in partnership with product, channel, and others across Chase, and then ensure delivery across the same centers of excellence.
Our expectation is that Customer Service throughout their journey is a brand differentiator at Chase.
Journey Design Lead:
Creates a customer-centric journey for a specific experience (for example, questioning a charge on their account)
Connects the work to drives strategic direction and target design
Manages support team of leads and analysts to achieve the journey objectives through journey deployment
Bachelor's Degree in a strategic or financial discipline
Minimum of 5-7 years’ work experience, ideally in process re-engineering, strategy, or customer-centric function
Full understanding of the financial services industry and Regulatory, Legal, and Risk environments
Creative thinker who can imagine and “put to paper” what good looks like for a customer
Full understanding of emerging customer expectations
Knowledge of customer behaviors, sensitivities, and segments
Strong communication skills – both written & verbal – with ability to quickly problem solve
Management experience – being able to build, drive & motivate teams of various sizes
High level of independence, energy, tenacity and integrity, accepts accountability and responsibility
Known for being a thought leader and engaged, flexible partner and listener; willingness to contribute on projects outside his/her scope
Consultative approach with the ability to interact, influence, and communicate effectively with all levels of the organization
Ability to present ideas and results to multiple stakeholders; superior verbal and interpersonal skills
Excellent organizational skills with the ability to prioritize and identify big ideas
Strong project manager, comfortable in a deadline-driven, fast-paced environment, with flexibility and willingness to adapt and change course as needed
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.