JPMorgan Affluent Banking Client Experience Senior Associate 

United States, New York, New York 

817399370

The Client Experience Senior Associate will leverage and develop a multitude of skills, including strategic thinking, project management, analytics, and communication. They will gain exposure to multiple stakeholders across lines of business and functional areas.

Job Responsibilities:

• Becoming a trusted, active member of the Affluent team by developing relationships with Product Owners, Operations, Data & Analytics and field teams, representing the affluent client experience in shared forums
• Develop CX processes to distill insights from quantitative and qualitative client and employee feedback channels
• Synthesize client and employee feedback into actionable strategies and tactics. Apply a competitive lens where applicable to develop recommendations.
• Employ an end-to-end CX approach in order to identify highest impact opportunities, based on key CX metrics such as NPS and complaints
• Work across functions and lines of business to support improvements in key client journeys, to drive seamless experiences
• Work with Data Analytics and Finance to quantify opportunities impacts of CX enhancements
• Partner with Operations and field teams on optimal servicing model, including enabling greater front line empowerments, dedicated servicing teams, tools and capabilities
• Support day-to-day CX management efforts, including preparing business reports, CX highlights, and presentations
• Represent the Affluent Program across functions and lines of business to execute initiatives in a fast-paced environment

Preferred Qualifications, Skills, and Capabilities

• 3+ years of financial services product, CX, or project management experience; banking experience preferred
• Superior project management, analytic, problem-solving, and time management skills. Ability to perform well in a deadline-driven, fast-paced environment.
• Strong communication and interpersonal skills; ability to speak comfortably and effectively to large groups, and to cultivate strong relationships
• Strategic thinker with a relentless focus on the customer experience
• Personable, proactive learner and listener
• Ability to collaborate across a highly matrixed organization and to embrace change in a rapidly changing environment
• Ability to actively work within a team environment while driving accountability for personal goals
• Ability to lead multi-stakeholder projects and workstreams end-to-end
• Bachelor’s degree or equivalent experience