JPMorgan Product Lead - Servicing Customer Journeys Contact-Centre 

United Kingdom, England, London 

393840437

Job responsibilities:

• Define servicing 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
• Lead product, design and engineering to define and build multi-channel customer journeys (across web, mobile, phone, chat, email, social media) that address customers' support needs, based on a clear understanding of the context and severity of a problem
• Support the direction of travel for a sophisticated digital ‘servicing stack’ - the capabilities, tooling and dashboards that help us achieve both internal operational excellency and a market leading customer experience
• Define the servicing KPIs that the product organisation delivers against
• Responsible for building an experience that turns those who come to us for help into our fans

Required qualifications, capabilities and skills:

• Experience in product design and development, both as a team lead and as an individual contributor
• Experience building both self-serve and assisted 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)
• Understanding of servicing systems, including contact-centre platforms and CRM systems
• Awareness of technologies and trends, and their application and relevance to rich customer experiences

Preferred qualifications, skills and capabilities:

• A desire to solve hard problems
• 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 servicing 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.
• Ability to see the long term. We don’t want you to sacrifice the future for the present. We want you to choose technologies and approaches based on the end goals.
• Comfortable working within a geographically distributed team
• Experience in a regulated industry is a bonus, but not a necessity