Commercial Banking (CB) – Welcome / Transformation – User Experience (VP) – Chicago | New York
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 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 worlds most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. JPMorgan Chase & Co.is committed to providing a comprehensive set of benefits choices to meet different employee needs and lifestyles, which include choices such as fully paid parental leave time, health care insurance and retirement benefits.
Commercial Banking (CB) serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm’s broad platform positions the CB to deliver extensive product capabilities – lending, treasury services, investment banking, and asset management – to meet our clients’ domestic and international financial needs.
CB CAO is a multifaceted organization comprised of multiple business units including Project Welcome, Wholesale Loan Operations, Client Service, Technology, Regulatory Operations, Know Your Customer Operations, Client Onboarding and Strategy & Process Improvement that support all lines of business in Commercial Banking. CB CAO / Project Welcome team is seeking a highly motivated individual to support the transformation of the CB’s client onboarding experience through the use of user-centric experience design, analysis, and best practices.
The User Experience VP (UXA) will support Project Welcome’s ongoing application convergence and redesign initiatives. The UXA is responsible for conducting process, data analysis and interaction models on all facets of the client onboarding, implementation and ongoing client servicing needs, identifying opportunities for improvement and developing pragmatic design solutions. The UXA will provide critical input into the strategic agenda for CB’s next generation client experience, and support tactical initiatives to make end user needs real and actionable through experience design principles.
Support the user experience and digital strategy leads and colleagues with the ongoing evolution of the Commercial Banking onboarding, implementation, and services platform(s)
Independently identify issues, analyze problems and provide solutions when identifying gaps within existing and newly defined interaction models and user centric design deliverables
Conduct heuristic evaluations of existing systems to support the migration of key features and workflows to the new Commercial Banking platforms
Review and analyze information from multiple sources, determine relevancy and create interaction models and/or wireframes as required
Research internal and external data around thought leadership to support the team and its initiatives
Organize and support design workshops with SMEs from various functions across the Commercial Banking teams
Support and prepare presentation materials for senior stakeholders to communicate findings and ensure stakeholder buy-in
Keep up to date documentation on overall design efforts and activities to be leveraged as status updates and/or senior stakeholders materials
Work closely with internal partners, specifically product management teams, and assist when support of domain expertise is needed
Build relationships cross-functionally with other CAO teams and across the Commercial Bank
7+ years of experience as a user experience analyst, designer, or researcher, with more emphasis on the design discipline
Results-orientated by taking initiative to identify areas to add value and execute iterations and feedback quickly and accurately
Judgment and professional maturity to handle sensitive information and work with colleagues, teams, and management
Demonstrate communication skills and ability to meet deadlines and deliverables
Possess both a strategic and tactical mindset
Fast learner able to operate in an ambiguous environment
Passion for customer experience and continuous improvement mindset
Enthusiasm for business and eagerness to work on any task that will add value
Strong work ethic
Ability to partner and operate effectively in a team based environment
Possesses a superior level attention to details an can quickly identify gaps
Efficient time management and organizational skills
Proficiency with Sketch, Invision, and Microsoft PowerPoint in order to develop story boards, interaction models, user experience designs, and support management presentations
Proficiency with Microsoft Excel; skills required with the ability to perform complex data analysis
Experience working with distributed teams across geographies and time zones
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