Commercial Real Estate Client Experience Associate

Are you someone who is interested in supporting an industry leading Commercial Real Estate Business?  Are you interested in helping to delight our clients by proactively soliciting feedback?  Are you client centric and thrive in assessing data and bringing a diverse set of stakeholders together to innovate and come up with ideas to delight clients? This team is for you! 

As a Client Experience (CX) Associate in the Commercial Real Estate business, you will be responsible for collaborating across a diverse set of stakeholders, clients, and senior executives to innovate and execute CX solutions. You will be the voice of our client and employees, developing a deep understanding of their needs and identifying product and service delivery gaps. To be successful, you will be highly organized, self-motivated, resourceful, solutions-oriented individual who executes well in a fast-paced environment while working on multiple, concurrent projects. You will also need strong written and verbal communication skills. 

Job Responsibilities 

• Be the "voice of the client & employees" for Commercial Real Estate clients and employees and develop a deep understanding of the client's needs and identification of product and service delivery gaps
• Identify and create listening posts, compile findings and drive actions
• Derive insights across channels, products, and business segments and translate into strategic recommendations
• Collaborate with product, business, transformation and functional partners to share client feedback and resolve conflict through expert collaboration and broad decision-making
• Engage and drive organization in CX innovation/ and introduce ideas for improving overall client experience
• Drive cross functional opportunities to improve client experience or meet client needs, through journey mapping and other methods
• Communicate regular updates to CRE leadership including presentations and executive summaries

Required Qualifications, Capabilities, And Skills  

• 2+ years of relevant experience in voice of customer, human centered design or client experience roles
• Ability to analyze and synthesize quantitative and qualitative information, and present concise, easy-to-read findings to an executive audience
• Proficiency in MS Word, Excel, PitchPro, PowerPoint, Project, Visio, Teams and SharePoint
• Ability to influence colleagues at all levels, in a peer-like way, and achieve goals without direct control over resources
• Demonstrated experience collaborating with multiple teams, coordinating across different cross-functional initiatives, and reaching consensus with diverse stakeholders
• Ability to operate independently and drive results with cross-functional and crossline of business partners demonstrating excellent judgement and decision-making ability   
• Demonstrated ability to engage directly with senior executives and clients
• Human centered design methods

Preferred Qualifications, Capabilities and Skills  

• Bachelor’s Degree in communications, human centered design, market research or Customer Experience certification
• 2+ years of project management skills
• Successful track record setting and achieving challenging goals and demonstrating entrepreneurial leadership
• Experience with cross functional stakeholder management in a highly matrixed environment 
• Developing communications tactics and channels as needed to support the strategy
• Strong ability to take complex concepts and deliver them into simple/digestible communications
• Experience with Intranet design, content development, and collaboration and measurement tools, digital content

JPMorgan Chase & Co., 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and 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 coach