Nutmeg is the UK's largest truly digital wealth manager, offering clarity and transparency to both seasoned and first-time investors as they seek to achieve their financial goals. Nutmeg now manages over £7bn on behalf of over 250,000 clients who have sought the powerful combination of an easy-to-use, adaptable investment service and market-leading human advice. Nutmeg is a J.P. Morgan company offering investments and digital wealth management services direct to consumers, complementing Chase's digital bank in the UK.
Job Summary:
Customer experience (CX) and customer focus is key to our success, past, present and future. Our CX team is growing and we are now looking for a new role to join us, a CX Operations Lead, to help us grow, optimise our design, content and research activities.
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In this role, you will be working alongside UX designers, writers and researchers, as well as interacting with product managers and engineers committed to producing customer-led products and services. This role requires a deep understanding of product design processes, tools, content and toolkits. You will focus on introducing efficiency, consistency, and quality in core areas of CX operations like managing processes and logistics across multiple areas of CX.
You will play a vital role in creating useful, straightforward, and empowering products for our clients, through providing support and facilitation for the designers, writers and researchers. You will work with stakeholders across different functions and have an impact at all stages of design and product development.
This role is focused in the Nutmeg investments business, in the UK. This covers a variety of different investment products and services.
Responsibilities include:
- Lead our operational processes and delivery to maximise the impact and value of customer-centric design thinking
- Run design operations, responding to and resolving questions, issues, and business problems to help the capability run efficiently
- Manage stakeholders and proactively solve issues affecting design/content quality
- Create and introduce processes and structure for the design team to flourish
- Facilitating opportunities to drive progress against goals and objectives, and establishing clear next steps and owners, and resolving blocks that impede progress
- Collaborate across all disciplines in the business ensuring efficient communication
- Proactively assessing risk, raising flags, and resolving issues before they become problems for the larger team
- Help hire and onboard new design team members
- Manage the software tools and administration for the CX team
- Support with logistics and planning for content events (webinars, video and photo shoots)
- Be an advocate for the customer and foster a shared understanding of customer centric design in the organisation.
Required qualifications, capabilities, and skills
- 4+ years hands on experience in roles as design or CX operations lead or manager, digital producer, supporting design teams.
- Excellent communication and interpersonal skills with stakeholders at all levels
- Capacity to oversee and efficiently manage design planning and deliverables across the business
- Experience establishing internal standards and processes to improve cross-functional work and prioritisation
- Strong understanding of multidisciplinary design processes, design systems and tools
- Passionate about creating customer-centric design
- Strong project management skills
- Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment
- Experience working in partnership with senior stakeholders
- Ability to synthesize complex, interdependent, and sometimes competing needs
- Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment
- Experience in the Atlassian suite of software (Jira & Confluence) is desirable
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ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
ABOUT THE TEAM
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.