User Experience Design Associate - Client Experience

Use your passion for data and story telling to be the Voice of our Clients. Help influence new products, product features and market strategy for the Commercial Bank.

As a User Experience Design Associate within the Commercial & Investment Bank (CIB), you will be responsible for collaborating across a diverse set of stakeholders, clients, and senior executives to innovate and execute Client Experience (CX) solutions.

Global Client Experience (GCX) is a multifaceted organization comprised of client feedback generation, market research and analytics, client journey mapping, and complaints management that supports all lines of business in the Corporate & Investment Bank. This function requires a highly organized, self-motivated, resourceful, solutions-oriented individual who can execute well in a fast-paced environment while working on multiple, concurrent projects.

Job Requirements

• Drive actions identified from surveys and interviews to improve Client Experience
• Uncover insights and tell stories from the research: Go beyond reporting of data to provide internal functions and lines of businesses with the strategic narratives and actionable insights they need to make business decisions
• Derive insights across channels, products, and business segments and translate into strategic recommendations
• Build research surveys as needed, recruit clients for interview research and manage research initiatives for select areas within JPM Payments
• Collaborate with product, business, transformation, and functional partners to share client feedback and resolve conflict through expert collaboration and broad decision-making
• Utilize 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
• Engage and drive organization in Client experience innovation / and introducing ideas for improving overall client experience
• Drive cross functional opportunities to improve client experience or meet client needs
• Foster an environment where risk/control issues are escalated, and trends are anticipated and identified
• Communicate regular updates to JPM Payments and Commercial Banking leadership including presentations and executive summaries ( Some travel required (10%) to visit clients and internal partners)
• Establish self as subject matter expert, trusted partner or role model

Required Qualifications & Skills

• 1+ years of experience in voice of customer or client experience roles with true passion for insights generation, leveraging innovative technologies
• 2+ years project management experience
• Strong analytical skills with the ability to recognize key trends and insights and the ability to explain research findings to executive audience
• Demonstrated experience collaborating with multiple teams, coordinating across different cross-functional initiatives, and reaching consensus with diverse stakeholders
• Demonstrated ability to engage directly with senior executives and clients
• Ability to interact with colleagues at all levels, in a peer-like way, and achieve goals without direct control over resources
• Successful track record setting and achieving challenging goals and demonstrating entrepreneurial leadership
• Outstanding ability to work well in cross-functional teams while coaching and developing other team members
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience

Preferred Qualifications & Skills

• MBA or Master's degree is a plus
• Management consulting experience

Please note this role is not eligible for employer immigration sponsorship, and the final job grade and officer title will be determined at time of offer and may differ from this posting.

JPMorganChase, 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.


JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans