JPMorgan Vice President - Customer Outcome Governance Manager 

United Kingdom, England, London 

280712008

As a Vice President - Customer Outcome Governance Manager in the International Consumer Bank (ICB), you will manage and oversee the production of annual assessments for Consumer Duty. You will establish a governance framework to effectively monitor, assess, and report on the delivery of customer outcomes across ICB.

Job Responsibilities:

• Manage and oversee the production of annual assessments for Consumer Duty.
• Establish a Customer Outcomes governance framework to monitor, assess, and report on customer outcomes across ICB.
• Define the charter and scope of a Customer Outcome Working Group to monitor and assess findings from outcome testing, product and service outcome KPIs, and other relevant inputs.
• Develop outcome reporting templates for use with the business, Conduct Forum, and the Board; pilot and adapt reporting based on feedback.
• Review outcome testing approach and KPIs to assess effectiveness and recommend improvements.
• Monitor regulatory changes and identify necessary amendments to procedures.
• Conduct regular conduct risk reviews for new products and services for International Consumers.
• Support conduct lead on digital conduct focus areas, including Consumer Duty, AI, data, and vulnerable customers.
• Prepare papers and updates for the ICB Conduct Forum on digital conduct risk management.
• Ensure action plans are agreed upon, implemented, and tracked to completion.
• Liaise with senior management to obtain input on conduct risk environment and provide assurance and updates from monitoring reviews.
• Deliver management information to monitor performance against customer outcomes and risk appetite.

Required Qualifications, Capabilities, and Skills:

• Detailed understanding of FCA New Consumer Duty Regulation.
• Experience in establishing governance frameworks and conducting risk reviews.
• Strong analytical skills to assess effectiveness of outcome testing and KPIs.
• Ability to liaise with senior management and provide regular updates.
• Excellent communication skills to prepare papers and updates for forums.

Preferred Qualifications, Capabilities, and Skills:

• Experience in digital conduct focus areas, including AI and data management.
• Familiarity with international consumer banking operations.
• Proven track record in managing customer outcomes and conduct risk.