As the Merchant Services Commercialization CX (Client Experience) Strategy Vice President,, you will work to present the current state of the end to end client experience, partner closely with internal Product/Sales teams and gather direct customer feedback to recommend more optimal user flows.
Merchant Services is the global payment processing business for JPMorgan Chase & Co processing over $2.2 Trillion in annual transaction volume. Merchant Services is a leading providers of payment, fraud, and data security for companies of all sizes and is engaging in a multi-year international expansion, platform modernization. The candidate is a strategic and analytical leader and is passionate about delivering solutions to clients. The candidate should have experience facilitating and influencing product, sales, and technology transformations. The candidate should possess an understanding of how corporations leverage payments and fintech services to manage and grow their business.
Want more jobs like this?
Get jobs delivered to your inbox every week.
Job responsibilities
- Conducts comprehensive pricing analysis to evaluate market trends, competitor pricing strategies, and client behavior
- Performs market research to understand the local needs and requirements for product improvements
- Develops and maintains a deep understanding of our products and services to effectively tailor collateral to specific markets
- Communicates regulatory guidelines to Product Managers to ensure our products meet risk and compliance requirements and are delivered on time
- Advises on the available standards, methods, tools, and applications relevant to the regulatory environment to ensure our products meet all necessary risk and compliance checks
- Map out the current merchant journey by conducting UX research, including surveys, in-depth interviews and ethnographic studies (how are our clients interacting with our technical assets)
- Understand user behavior, pain points & competitive user experience gaps in our client offerings.
- Conduct competitive research to understand market expectations; Make recommendations on improved user flows by mapping out more optimal journeys and identifying key gaps from current state
- Own the ongoing optimization and iteration of our merchant experience from onboarding to ongoing management; Identify UX friction in our end to end workflows including client onboarding, internal reporting, API integrations, and different platforms to drive technical improvements we need to make to our products
- Set up ongoing feedback collection across the full Commerce suite of platforms, products, and different APIs to inform product changes
- Create success metrics and roles and responsibilities for execution
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in Product, Technology, or Project Management
- Strong understanding of risk management and controls, regional and local nuances, and governance requirements
- Proven ability to comprehend and interpret market regulatory requirements to confirm and secure required market approvals and operational requirements
- Proficiency in Microsoft Word, Excel, and PowerPoint
- Proficiency in user flow mapping tools such as Figma and Lucid
- Strong communication skills and ability to explain product intricacies to non-technical stakeholders
Preferred qualifications, capabilities, and skills
- Product experience in more tech-forward environments and direct experience driving Client Experience strongly preferred
- Commercial industry experience
FEDERAL DEPOSIT INSURANCE ACT:
This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorganChase's review of criminal conviction history, including pretrial diversions or program entries.
ABOUT US
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
ABOUT THE TEAM
A part of the Commercial & Investment Bank, J.P. Morgan Payments enables organizations of all sizes to execute transactions efficiently and securely, transforming the movement of information, money, and assets. The team of experts tackles complex challenges at every stage of the payment lifecycle. And their industry-leading solutions facilitate seamless transactions across borders, industries, and platforms.
Operating in over 160 countries and handling more than 120 currencies, J.P. Morgan Payments business is the largest processor of USD payments, with a daily transaction volume of $10 trillion.