Product Delivery Associate

Consumer & Community Banking (CCB) Operations Product organization needs you!  CCB Operations provides critical cross-line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility.

As a Product Delivery Associate in the Consumer and Community Banking Operations Product organization, you will collaborate with Interactive Voice Response teams, line of business, IT, Analytics, and other partners.  Your responsibilities will include articulating both business and technical Product needs, developing insights into customer experiences, and identifying improvements in self-service and automation. You will be tasked with authoring epics, detailing user stories, prioritizing the roadmap, analyzing key metrics, and discovering the value benefit of work. 

Job Responsibilities

• Develop business knowledge of the functional area and processes to understand customer needs, behaviors, data and systems information to support Call Center functions.
• Use IVR data measurements and analyze behaviors and performance to improve solution & customer experience, targeting customer & operational efficiency gains.
• Change delivery, solution management, testing and client communications.
• Collaborate with partners on the creation of business case benefits
• Discover and create business requirements and agile epics/stories, collaborating with the business, support partners and agile delivery teams through implementation.
• Create solution support documentation including process work flows, solution interaction flows (call flows), and design documents for delivery and production validation.
• Follow and maintain current processes and procedures keeping in line with structured controls.

Required Qualifications, capabilities and skills:

• 2 years working knowledge of contact center operations or technology solutions with understanding of performance metrics and their drivers along with customer behaviors
• Demonstrated experience with business analysis, problem identification and resolution
• Extensive familiarity and experience in communicating to a wide range of users, levels of management and IT providers
• Ability to articulate complex concepts clearly to varied audiences
• Able to work with large data sets to pull trends and insights, and provide regular reporting to senior Executives
• Ability to deliver amidst continuous change and in an agile work environment

Preferred Qualifications, capabilities and skills:

• Knowledge of IVR and contact center solution industry practices, competitor practices and service solution innovation insights
• Strong experience using core Microsoft applications (PowerPoint, Word, Excel, Visio)
• Familiarity working with SharePoint, Confluence, and JIRA
• Experience using SQL, Tableau, and modeling a plus

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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, discretionary incentive compensation which may be awarded in recognition of 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 coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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, g