FirstBank Jobs

You are a strategic and analytical thinker, passionate about delivering solutions to clients. You have found the right team.

This is a key role on the Small Business Customer Experience team whose purpose is to increase the organization's focus on customer experience and accelerate the improvements. The focus will be on high-impact opportunities that cut across products and customer segments. This includes creating and sharing a more holistic view of customer feedback across all voice-of-customer sources to identify key themes, issues and opportunities. It also entails leading forums to inform, discuss and act on these significant opportunities. The person in this role will be a key contributor in our efforts to drive meaningful progress, partnering with key stakeholders and owners from across the organization.

The Small & Medium-Sized Business Organization (SMB Payments) is part of global JP Morgan Payments organization and is an innovative leader in serving small and medium-size business clients through banking, payments, and value-added services. We take a client-first approach in developing solutions that help our more than 5 million small business customers across the US and Canada to start, run and grow their businesses. Together, J.P. Morgan and Chase hold the #1 position in payments market share -- both in number of transactions and volume -- processing over 2 trillion in volume and over 50% of eCommerce transactions in the U.S. The SMB Payments team is a group of builders with an entrepreneurial mindset, and we are looking for team members who value collaboration, accountability, inclusivity, customer centricity and innovation.

Job responsibilities

• Drive customer experience improvements by partnering with product and process owners across the organization

• Understand and amplify the Voice of the Customer throughout SMB via client journeys and spotlights

• Facilitate customer journeys of current processes to identify improvements

• Take action to improve the end to end customer experience by implementing CX improvements identified in the journey mapping program

• Provide regular updates on progress, issues and impact

• Ensure that key Customer Experience metrics (NPS, CSAT, Retention) are at the root of all improvements

• Align customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities

Required qualifications, capabilities and skills

• 7 + years experience in Program Management and Process Improvement

• Organized self-starter, ability to manage multiple projects simultaneously, influence others and drive measurable outcomes

• Strong verbal and written communications

• Identify improvements through facilitating customer journeys of current processes

• Exceptional analytical, process and problem solving skills

• Possess both cross-functional business and operational acumen

• Relentless focus on the customer experience

• Proven interpersonal effectiveness and ability to collaborate and work well with all levels of management and across organizational boundaries

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 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, 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.

JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans