Senior Product Associate - Digital Servicing Experiences

Unleash your expertise in product development and optimization by leveraging user research, analyzing metrics, and collaborating across one of the world’s most innovative financial organizations. 

As a Senior Product Associate in Digital Servicing Experiences (DSE), you contribute to the team by leveraging your expertise in product development and optimization to make a significant impact, supported by user research and customer feedback to fuel the creation of innovative products and continuously improve existing offerings. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our products and ongoing success. 

In this role you will focus on digital self-service customer experience journeys that traverse multiple lines of businesses while working closely with our conversational AI team that manages the Chase Digital Assistant (CDA) and Universal Entry Point (UEP). Improving digital containment (i.e. reducing calls) and extending customer journeys by sequencing the next relevant set of digital capabilities to drive further customer engagement are expected outcomes.  These programs require continuous improvement and optimization across chase.com and the mobile app, along with uplifting the technical frameworks.  The position requires a strong analytical approach and close collaboration with our business stakeholders and functional partners to deliver on shared roadmaps and OKRs. 

Job responsibilities 

• Partners with the Product Manager to identify new product opportunities that reflect the needs of our customers and the market through user research and discovery 

• Considers and plans for upstream and downstream implications of new product features on the overall product experience 

• Supports the collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers 

• Analyzes, tracks, and evaluates product metrics including work to time, cost, and quality targets across the product development life cycle 

• Writes the requirements, epics, and user stories to support product development   

Required qualifications, capabilities, and skills 

• 3+ years of experience or equivalent expertise in