Commercial Card Client Experience - Project Manager
Req #: 180109218
Location: Chicago, IL,US
Job Category: Project Management
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. Chase Consumer & Community Banking serves nearly 60 million households and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Chase Card Services consists of two businesses: Consumer and Small Business and Commercial Card. The No. 1 credit card issuer in
the U.S. based on loans outstanding.
Commercial Card provides payment solutions to businesses, governments and other institutions for commercial expenditures, including business supplies, maintenance, repair, operational expenses and travel. Our solutions and best practices offer the control, reporting, reconciliation and financial benefits organizations need to streamline payment processes and help turn accounts payable departments into profit centers. Our online management applications provide clients with the ability to establish spending limits, create authorizations and workflows, streamline reporting and enforce buying policies throughout an organization.
This project manager role is within the Commercial Card Client Experience Team. The Commercial Card Client Experience Team is charged with championing the voice of the customer and promoting customer experience design thinking to innovate within the Commercial Card organization.
As a member of the Program Management & Growth team, the focus will be on how JPMC engages clients to manage and grow their commercial card programs. Solutions will be delivered through Relationship Management, Servicing and direct to client. This role will perform assessments, gather and analyze data with a focus on identifying opportunities to enhance how clients manage, grow and optimize their programs and how JPMC adds value to those efforts.
The project manager must have a passion for the customer and an aptitude for documenting and analyzing current state and identifying product, service and process improvements.
The core responsibilities of this position include:
Plays active role in supporting client experience understanding and identifying transformational opportunities
Performs assessment, data gathering, and root cause analysis to identify ways to enhance client experience
Creates journey maps and designs to define current and target state client interactions, processes or business requirements
Supports the development of programs, tools and solutions to achieve target state
Partner across the CX team to ensure an end-to-end lens
Works well across teams technology, operations, service, sales, program and product teams to accomplish end goals
Supports initiatives, monitors details, and sets priorities
Escalates project issues and risks appropriately, and drives them to resolution by proactively identifying potential obstacles
Identifies and documents best practices, and drives implementation
Prepares standard and ad hoc management reports and presentations
Experience working in client experience, marketing, product management, project management, consulting, or process improvement roles
Analytical and conceptual thinking; ability to document opportunities and recommended solutions
Intellectually curious with interest in knowledge gathering and problem solving
Ability to be flexible, follow tight deadlines, organize and prioritize work in order to support concurrent projects
Proactively seeks guidance, clarification and feedback from others
Strong attention to detail
Bachelor degree required
Define client experience solutions to value to the client relationship and/or to empower Relationship Managers and Servicing to add value to client programs. Solutions may include program assessment tools, client management communications, internal resource training, etc.
Jpmorgan Chase & Co.