Job Description

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The Client Experience Specialist will play a key role in helping execute the listening post design that will enable capturing client feedback. The role will be hands-on implementing client surveys within third party survey tools. The individual will develop new real-time feedback channels that support business improvements and align those feedback channels to key moments in the client journey. The role will support the most effective ways to gather real-time feedback, executing the new methods and working closely with key partners to ensure feedback is utilized. The individual will also evaluate and implement new technology platform(s) that support real time feedback efforts.

The ideal candidate will have experience executing client feedback program in a large, complex organization. The role will also support other client research projects, as needed.

This function requires a highly organized, self-motivated, resourceful, solutions-oriented individual who is able to execute well in a fast paced environment while working on multiple, concurrent projects. Strong writing and verbal communication skills are a must.

Specific Responsibilities

• Analyze client experience feedback from the various client touchpoints within commercial bank across lines of business, wholesale products through surveys, complaints, journey maps etc.
• Familiarity with a wide range of qualitative and quantitative techniques and the ability to derive insights across channels, products, and business segments and translate into strategic recommendations
• Establish self as point person for monthly and quarterly client experience reporting across functions and lines of businesses
• Leverage innovative technologies and implement new NLP toolsets to drive insight generation
• Work closely with data and technology teams to design and execute database and technology impacts to the client experience team
• Contribute to client experience efforts related to client journey development, complaints management and transformation efforts
• Design and implement predictive techniques to anticipate client issues and other broad issues with a sense of urgency
• Establish self as subject matter expert, trusted partner or role model
• Collaborate with business and functional partners to share client experience insights and resolve conflict through expert collaboration and broad decision-making
• Engage organization in introducing ideas for improving overall client experience
• Pursue cross functional opportunities to improve customer experience or meet customer needs
• Foster an environment where risk/control issues are escalated, and trends are anticipated and identified
• Implement real time feedback channels that support client experience improvements.
• Administer surveys through third party tools (Qualtrics) and conduct analysis on survey output
• Designs and test surveys in the survey tool
• Establishes self as expert at designing, testing and launching surveys.
• Supports the implementation of the new tools and technologies to administer surveys
• Produce reports of survey responses catered to different audiences
• Support additional client research projects, as needed.
• Support preparation of executive update to summarize client feedback from surveys etc. shared with senior leaders

Qualifications

• 10-15 years of relevant experience; ideal candidate will have experience executing journey-based / real time feedback program and experience working with third party tools e.g. Confirmit, Qualtrics etc.
• Ability to understand key business processes
• Managing people or teams in a matrix organization with proven success contributing to complex, large scale initiatives
• Experience in process design or project management
• Ability to synthesize qualitative information and present concise, easy-to-read findings to an executive audience
• Superior writing and verbal communication skills
• Comfort working with employees at various seniority levels and locations while building strong internal relationships
• Self-starter, ability to work both independently and as part of a team
• Strong Excel and PowerPoint skills \xe2\x80\x93 ability to visually show new processes

• Education

Bachelor\'s degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience

About Us:

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world\'s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants\' and employees\' religious practices and beliefs, as well as any mental health or physical disability needs.

About the Team:

Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide credit and financing, treasury and payment services, international banking and real estate services to clients including corporations, municipalities, institutions, real estate investors and owners, and nonprofit organizations.

Operations teams develop and manage innovative, secure service solutions to meet clients\' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

JPMorgan Chase