• JPMorgan Chase
  • Columbus, OH
  • Miscellaneous
  • Full-Time
  • 1384 Hamlet St

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**\"The Opportunity\": Customer Journey Transformation through Agile Product Teams**

JP Morgan Chase is on a mission to deliver a customer-obsessed One Chase experience by improving speed and providing first class customer interactions. All across the organization we are committed to transforming the way we work and how we deliver value against our business objectives.

We favor rapid, iterative design to \"once and done\" project work and prefer new design to improving on the status quo. All in a way that allows us to \"plug and play\" instead of depending on outdated technology builds. This is accomplished by empowered decision makers sitting among the team that helps make our transformation a success.

To achieve that mission we have launched customer journey based Agile Product Teams -- team based constructs across the country that enable a truly cross-functional business, development and operations experience to continuously design, deliver and validate new functionality. These practices, architectures and tool sets cover the entire product lifecycle; and are re-shaping how we think about these customer journeys and foster an environment where a cross-functional team can quickly improve our customer experience.

Successful transformation at this scale requires hiring and selecting diverse and talented people who are equipped with the right end-to-end knowledge, skills, passion about customers and excitement about being at the forefront of change and innovation.

We are actively looking for the best talent to help us reach our One Chase North Star! Are you someone who thinks and puts the customer at the center of everything you do? Are you passionate about bringing ideas to life as part of a team? Are you someone who is a passionate problem solver, can manage ambiguity and have fun in the process? Do you have what it takes to work in a dynamic, agile and collaborative One Chase Way?

If the answer is yes to all of these, apply to join our JP Morgan Chase team!

**Job description:**

This role is responsible for the growth of Home Lending Servicing Retention share and profitability in the Consumer Direct and Retail channels. It includes ownership of the Retention and Acquisition Refinance P&L and strategies to increase both retention of Servicing customers and deepening of their Bank relationships to drive greater profitability and loyalty. It also means delivering on the One Chase promise and building solutions to delight customers regardless of whether they call, click or come in. The role will report to the Head of Retention Lending and Acquisition, requiring extensive interactions with channel executives, site managers and frontline staff, as well as Fulfillment, Retention Lending Strategy partners and other functional teams (e.g., Marketing, Decision Sciences, Finance, Product, Capital Markets, Controls, MIS).


+ Manage as end-to-end business with key scorecards

+ Design and oversee execution on specific programs that drive home loan retention and loyalty

+ Drive improvements with an eye for customer experience

+ Directly manage a team of 2 to 5 VPs/associates

+ Partner with the Home Lending Retention & Acquisition Product Owner to progress the product roadmap; act as voice of the customer and drive product vision in forum where senior product owners are not present

+ Manage existing features and actively lead the research, definition and development of new features to advance the product roadmap

+ Continually drive products towards a meaningful balance between user needs, business objectives and technical feasibility

+ Facilitate & drive solutions across the organization; working with legal, risk, operations, design and technology teams to prioritize, deliver and align with senior management

+ Build relationships with multiple diverse stakeholders across JPMorganChase


+ 10+ years experience in home lending, in strategy, project or product management, and sales & operations leadership roles

+ Leadership track record to drive change in a large organization; experience in agile team-based environments a plus

+ Strong problem solving and analytical abilities

+ Excellent written and verbal communication skills

+ Process and project management experience

+ 4-year college degree required; advanced degree desirable

**Key Traits**

+ **Product Visionary:** Sets strategic agenda and direction for the product/customer journey

+ **Value Creator:** Accountable for achieving business value and effectively leverages budget and team to deliver maximum value

+ **Customer Delighter:** Defines and maintains product vision, business aspiration and KPI targets for customer informed journey transformation

+ **Agile Leader/Thinker:** Develops and prioritizes backlog and product roadmap (including MVP definition). Generating new product enhancement ideas based on assigned client business needs, presents concepts to product team for analysis and potential development.

+ **Storyteller:** Thinks about work in a way that transforms products and drives customer delight

+ **Servant Leader:** Acts as a steward and commits to the growth of teams

+ **Talent Developer:** It's the entire team that delivers value. If you see yourself as part of the team, where your responsibility is guiding what should be built, you'll end up with healthier collaboration.

+ **Knowledge Broker:** Your job should be to enable collaboration and empower the team by finding the right people for them to talk to.

+ **Conflict Resolver:** With product development in particular, we're dealing with an inherently conflict-filled situation. This is especially true when people are competing for resources. So the better you are at resolving conflict, the more effective you will be.

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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