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Customer Experience Journey Director

Req #: 170109347
Location: Columbus, OH, US
Job Category: Technology
Job Description:
The  User Experience  organization is looking for an Customer/Employee Experience (EX) Journey Owner who will focus on optimizing the New hire end user experience from beginning-to-end; from provisioning to onboarding to successful product adoption. Journey Owner will interact and interlock with multiple Product Managers and Service Owners across product verticals/towers to define best user experience and influence product roadmaps and new strategic offerings. This engagement leverages the expertise of the organization in Customer/User Experience to drive the following:
  • Cross Tower integrated solutions design and development
  • New products or significant changes to product(s) that may have an impact on EX
  • Large global program development and implementation that may benefit from a holistic EX/UX perspective
This is a high impact and high visibility role and a great opportunity to drive and accomplish complex challenging goals in a large, globally matrixed environment.
  • Key Responsibilities include:
  • Develops and owns the journey strategy, roadmap and release schedule
  • Acts as a single point of contact for all aspects of the journey related to stakeholders, partners and customers
  • Prioritizes all journey enhancements to ensure key roadmap items are delivered on time and with adequate level of quality
  • Understands and engages with customers through informal and formal (e.g., Customer Advisory Board) channels on a comprehensive set of topics, including strategy, roadmaps, and journey performance
  • Defines user stories to be implemented and track them against a journey roadmap.
  • Work with Product Manager to integrate and prioritize Journey requirements into Product roadmap
  • Assess impact of (de)prioritization of journey items with Product Manager(s) / Service Owner(s), and raise at EUS management reviews for final agreement
  • Organizes user stories into sprints and facilitate kick-off and retrospective sessions
  • Lead journey sprints and reviews in partnership with the Product Manager(s)
  • Works with regional leads to assure key geographic pain points are addressed when improving the journey
  • Participates, as required, in EX Steering Committee meetings
This role requires a wide variety of strengths and capabilities, including:
  •  8-10+  experience in the IT industry as Product Manager, Customer Experience strategy specialist
  • Experience in service and/or product management role is a key advantage
  • Experienced in project management, able to synthetize divergent opinions within the team
  • Good knowledge of the current journey
  • Strong written and verbal communication skills with the ability to articulate technical concepts to a senior management and customers
  • Strong knowledge of product strategy development and life cycle methodologies


    Our Global Technology Infrastructure Group is filled with innovators who love technology as much as you do. Together, you’ll use a disciplined, innovative and cost-effective approach to deliver a wide variety of high-quality products and services. You’ll work in a stable, resilient and secure operating environment where you—and the products you deliver—will thrive.

    When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world. 
    At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity.  We encourage professional growth and career development, and offer competitive benefits and compensation.  If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.  
    It's time to take your career to the next level, and we can help. Apply today.
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