JPMorgan Vulnerable Customer Strategy Governance Senior Associate 

United Kingdom, England, London 

737087651

Vulnerable Customer Strategy and Governance Senior Associate

• Support the Conduct Lead in identifying strategic initiatives / further range of improvements to ensure good customer outcomes and improved experience for our vulnerable customers e.g., self-identification, NLP and analytics.
• Work collaboratively with other teams including Product, Operations and third-party partners to support with the delivery of the strategic initiatives (owners dependent on the initiative) e.g., upgrade of our care flag solution.
• Provide regulatory guidance and challenge from vulnerability/ Consumer Duty perspective to both Nutmeg and Chase on the existing products/journeys as well as launch of new products & services . In providing the guidance, ensure the focus remains on effectively identifying potential areas of harm from proposition through to after sale support etc.
• Provide inputs to improve Vulnerable Customer and Consumer Duty Reporting so that areas of harm can be identified, and senior leaders/ regulator can be updated and engaged, as required.
• Working closely with data teams to identify potential vulnerable customers in key journeys
• Where issues are identified with regards to the identification and management of vulnerability , work closely with a range of senior stakeholders in business areas, product, RCA, and outcome testing team and provide appropriate check and challenge on the root cause analysis and associated action plans.
• Keep a track of regulatory publications and emerging industry themes in relation to consumer vulnerability and Conduct/ Consumer Duty esp. in the banking sector; ensuring regulatory expectations and best practice are advocated strongly in the firm.
• Provide SME knowledge on vulnerability framework within UK to other LOB’s and new markets so that existing collateral/ material can be leveraged to the extent that this is possible.
• Supporting the build of our long-term training solutions to equip staff at Chase and Nutmeg with the necessary skills and tools to effectively support and communicate with our Vulnerable Customers. Reviewing annual training modules for Consumer Duty and Vulnerable customers

Required Skills and Experience:

• Knowledge of FCA’s vulnerable customer guidance and Consumer Duty rules
• Experience in vulnerable customer management and best practices.
• Strong analytical skills with the ability to assess complex customer issues and develop effective solutions.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Proactive and self-starter.