The CJM expert will (1) be instrumental in the development and ongoing refinement of JPMorgan customer journeys across all our products and (2) perform project-management and stakeholder management tasks as required and (3) have sufficient design skills and knowledge to enhance the look and feel of the deliverables from a Client Journey mapping perspective
The role will involve planning & execution of Client Journey Mapping Lifecycle with JPMorgan's customers/clients partnering with functional areas of the business to improve overall client experience, the role will work with key stakeholders to define a standard methodology and toolset for customer journey mapping that enables both global consistency and local tailoring to specific customer needs.
Along with the above the job holder should also be capable of conducting independent rapid process improvements projects with knowledge of appropriate productivity tools and techniques support transformation within the organization
As a direct report to the Executive Director within Transformation Express, you will have the following accountabilities
Execution of Customer journey mapping
Coordinate implementation of a standardized methodology for capturing JPMorgan's customer journeys
Plan & execute workshops with customers/ internal audience as part of Client journey mapping
Map end-to-end customer experience touch-points
Update and validate key customer persona's
Incorporate segmentation of customer and varying strategies within key customer journeys
Identify opportunities for continuous improvement
Learn from, create, and leverage best practices in industry
Project Management & Stakeholder Management
Partner with Sales, Product, Marketing, Finance, Technology, Operations as part of the internal stakeholder mgmt.
Establish and maintain effective working relationships throughout the company
Contribute to the development and maintenance of the overall Customer Experience vision, strategy, principles and standards
Be sufficiently fluent in graphic design software (such as Adobe Illustrator, Photoshop, Keynote and PowerPoint, etc) to enhance the look and feel of the deliverables of CXM Business Unit (i.e. PowerPoint presentations, Google Sheets presentations and Keynote presentations)
Perform end-to-end productivity reviews from Business analysis, formulating recommendations to actual implementation in an efficient but effective manner using industry standard tools (Lean or Six Sigma)
Overall Candidate Profile:
5+ years of experience in the following areas: primarily within Customer Experience & business process reengineering financial services(preferred)
Experience in design, development and maintenance of customer journey-maps
Demonstrated graphic design experience with commonly used design tools such as Adobe products, Keynote and PowerPoint
CX user research and education market experience preferred
Strong oral, written, and presentation abilities - able to convey benefits to all levels of the business, from C-level executives to operations and development teams
Demonstrated passion for providing customer satisfaction
Competencies and Behaviours:
Customer journey mapping experience
Design experience using appropriate tools, such as Adobe Illustrator, Photoshop, Keynote, PowerPoint and Google Sheets
Facilitate workshops as part of customer journey experience
Builds networks with customers, other team members and other relevant teams is essential
Very good communications and presentation and skills
Encourages people to be open and share their views
Ability to use own initiative to solve technical problems
Delivery focused and takes responsibility for targets
Strive for standardization and simplification in all aspects of work
Independent, driven and creative (well-versed with productivity analysis methods and tools such as Lean and Six Sigma)
About J.P. Morgan's Corporate & Investment Bank:
J.P. Morgan's Corporate & Investment Bank is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. Further information about J.P. Morgan is available at www.jpmorgan.com .
JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase & Co. is an Equal Opportunity Employer.
Internal Number: 4746633
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