Employee & Client Experience - Associate
Wealth Management - Private Bank - Employee & Client Experience - Associate - Feedback & Project Management
Full Job Description
The Private Bank Employee and Client Experience (ECX) team is charged with delivering a first-in-class experience for employees and clients throughout their lifecycle and across channels and touch points. We work to ensure a more proactive, coordinated and innovative approach to delivering experiences for our clients and employees. Our organization works closely with the business, service, marketing, technology, digital, product, strategy and solutions teams.
The new team member will partner with key stakeholders to identify and manage experience initiatives across the Private Bank. This begins with monitoring key listening posts including the feedback program, client complaints program, and client survey program. This opportunity will allow the new team member to learn about the business and all its products and services, meet with Bankers and Advisors, triage and escalate feedback that is shared with the USPB management team, identify trending and emerging themes across listening posts, and influence both small and larger priorities. Lastly, they will get a chance to lead short- and long-term projects to uplift the employee and client experience.
The successful candidate will be client and outcome-focused with a practical orientation to developing and maintaining an innovation mindset, and have a style that fosters teamwork and collaboration with all types of stakeholders and partners. Candidates should have excellent written and oral communication skills, strong interpersonal skills, great attention to detail, and outstanding analytical and research skills, as well as a passion for improving experiences and fixing broken processes. Execution is also a critical component of the role.
The candidate will have an opportunity to learn from other members of the team on project management, survey theory, balancing scope and scale, and negotiating between various partner teams. We also work closely with business management teams and the office of the CEO which will allow the candidate to learn about the business and expand their network.
Responsibilities:
- Manage end to end internal feedback process for certain topics including triaging and responding to feedback with the help of subject matter experts; escalate and triage emerging themes
- Building relationships and working with cross-functional teams to fix pain points, shape roadmaps, and collaborate on initiatives
- Manage various projects that will improve the employee and client experiences
- Develop internal and external communications including periodic team reporting
- Identifying opportunities to expand and create new content for PB Answers (internal resources for PB bankers)
- Opportunities to participate in the PB Survey and Client Complaint programs
Qualifications:
- Bachelor's degree or higher
- 2-3 years of experience; wealth management experience preferred but not required
- Expert in Excel, PowerPoint and Word; proficiency in Jira a major plus
- Exceptional attention to detail and organizational skills
- Quick and proactive learner who exhibits ownership, creativity, and curiosity
- Ability to take complicated processes and explain them in a simple, intuitive fashion
- Ability to influence partners at all levels
JPMorgan Chase & Co., 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.
Equal Opportunity Employer/Disability/Veterans