JPMorgan Chase Bank, N.A.: Product Developer - Voice of the Customer at JPMorgan Chase Bank, N.A. (London, UK) (London, UK)

Posted: Nov 4, 2021

Key responsibilities
* Define the strategic vision and key requirements for International Consumer's Voice of the Customer (customer feedback) product, taking into consideration the needs of both end customers as well as internal users
* Introduce a data-driven culture across International Consumer, ensuring customer feedback is central to driving future product evolution
* Identify and champion headline customer feedback metrics that the International Consumer business should prioritise based on desired customer outcomes
* Work with user experience and service design teams to map out the key customer journeys and touchpoints (across the Chase UK app, website and contact centre) for capturing feedback
* Define and articulate full product requirements and roadmap, ensuring high and consistent velocity of deliverables by the squads
* Understand the technical aspects of the customer feedback product and work closely with engineers to gauge technical feasibility, explore alternatives, and set timeline
* Drive development of high-quality product artefacts (product definitions, front-end and back-end process flows, procedures, testing plans, training materials, etc.)
* Drive technical product delivery in partnership with the Feature Product Developer and engineers
* Actively manage dependencies and co-ordinate delivery across stakeholders
* Manage the feedback product on a day-to-day basis, including management of vendors and platforms tied to the product, as well as ongoing input into business-wide reporting and review processes

Candidate requirements
* Relevant work experience building internal or external facing products
* Experience working closely with engineers on API / SDK integrations of third party SaaS platforms
* Passion for actively listening to customers to drive change and continuous product improvement
* Knowledge of user experience and service design, and experience working with colleagues in these disciplines
* A bias for action and the ability to flex in a fast-paced environment
* Strong written and verbal communication skills
* Ability to thrive in an ambiguous environment with a high degree of autonomy
* Ability to drive consensus across cross-functional teams and influence decision making
* Strong analytical skillset, with the ability to systematically break down complex tasks into manageable, smaller units

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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Source: Stack Overflow


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