JPMorgan Product Director - New Business Venture 

United Kingdom, England, London 

386455080

Job responsibilities:

• Define strategies and principles that re-think the way in which the organisation meets the needs of customers who need our help and support. This includes a comprehensive foundation of when and how customers self-serve, when and how they reach out to the business, and how we can best resolve their issues
• Guide product, design and engineering teams to shape the direction of travel and build the capabilities, tooling and dashboards that help us achieve both internal operational excellence and a market leading customer experience
• Guide product, design and engineering teams to build strong multi-channel customer journeys (across web, mobile, phone, chat, email, social media) that address customers' needs, based on a clear understanding of the context and severity of a problem
• Define the relevant KPIs that the product organisation delivers against
• Define and govern product processes and best practice that help the product deliver the needs of the business at scale
• Create an experience that turns those who come to us for help into our fans

Required qualifications, capabilities and skills:

• Experience building high quality customer experiences
• Experience working in a highly service-centric culture, with a high bar for customer outcomes
• Experience managing a team of product managers and designers
• Experience working alongside engineering (front/back end)
• Awareness of technologies and trends, and their application and relevance to rich customer experiences

Preferred qualifications, skills and capabilities:

• Experience in a regulated industry
• A desire to solve hard problems systemically
• A desire to teach others and share knowledge. We aren’t looking for hero leaders, more for team players. We want you to coach other team members on principles, practices and implementation patterns.
• Clarity of thought. We operate quickly and efficiently, and we value people who are economical with their time and clear with their opinions. This is critical also because this role will define principles that guide the work of others.
• Comfortable in uncharted waters. We are building something new. Things change quickly. We need you to learn technologies and patterns quickly.