JPMorgan Market & Product Expansion-CX Strategy-Payments-Vice President 

United States, New Jersey, Jersey City 

804753794

As the Merchant Services Commercialization CX (Client Experience) Strategy Vice President,, you will work to present the current state of the end to end client experience, partner closely with internal Product/Sales teams and gather direct customer feedback to recommend more optimal user flows.

Job responsibilities

• Conducts comprehensive pricing analysis to evaluate market trends, competitor pricing strategies, and client behavior
• Performs market research to understand the local needs and requirements for product improvements
• Develops and maintains a deep understanding of our products and services to effectively tailor collateral to specific markets
• Communicates regulatory guidelines to Product Managers to ensure our products meet risk and compliance requirements and are delivered on time
• Advises on the available standards, methods, tools, and applications relevant to the regulatory environment to ensure our products meet all necessary risk and compliance checks
• Map out the current merchant journey by conducting UX research, including surveys, in-depth interviews and ethnographic studies (how are our clients interacting with our technical assets)
• Understand user behavior, pain points & competitive user experience gaps in our client offerings.
• Conduct competitive research to understand market expectations; Make recommendations on improved user flows by mapping out more optimal journeys and identifying key gaps from current state
• Own the ongoing optimization and iteration of our merchant experience from onboarding to ongoing management; Identify UX friction in our end to end workflows including client onboarding, internal reporting, API integrations, and different platforms to drive technical improvements we need to make to our products
• Set up ongoing feedback collection across the full Commerce suite of platforms, products, and different APIs to inform product changes
• Create success metrics and roles and responsibilities for execution

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in Product, Technology, or Project Management
• Strong understanding of risk management and controls, regional and local nuances, and governance requirements
• Proven ability to comprehend and interpret market regulatory requirements to confirm and secure required market approvals and operational requirements
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Proficiency in user flow mapping tools such as Figma and Lucid
• Strong communication skills and ability to explain product intricacies to non-technical stakeholders

Preferred qualifications, capabilities, and skills

• Product experience in more tech-forward environments and direct experience driving Client Experience strongly preferred
• Commercial industry experience

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