JPMorgan Finance & Business Management 

United States, Ohio, Columbus 

966781935

Job responsibilities

• Drive customer experience improvements by partnering with product and process owners across the organization
• Understand and amplify the Voice of the Customer throughout SMB via client journeys and spotlights
• Facilitate customer journeys of current processes to identify improvements​
• Take action to improve the end to end customer experience by implementing CX improvements identified in the journey mapping program
• Provide regular updates on progress, issues and impact
• Ensure that key Customer Experience metrics (NPS, CSAT, Retention) are at the root of all improvements
• Align customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities

Required qualifications, capabilities and skills

• 7 + years experience in Program Management and Process Improvement
• Organized self-starter, ability to manage multiple projects simultaneously, influence others and drive measurable outcomes
• Strong verbal and written communications
• Identify improvements through facilitating customer journeys of current processes
• Exceptional analytical, process and problem solving skills
• Possess both cross-functional business and operational acumen
• Relentless focus on the customer experience
• Proven interpersonal effectiveness and ability to collaborate and work well with all levels of management and across organizational boundaries