Location: Jacksonville, FL, United States

The role supports solution development, delivery, and ongoing governance for WalkMe initiatives, including request intake, evaluation/approval coordination, and inventory management of WalkMe assets. 

As a Process Improvement Associate II - Workflow & Platform within JPMorganChase, you will be responsible for supporting WalkMe process and governance across Home Lending. You will partner closely with the Home Lending WalkMe Product Owner, business leaders, product teams, technology and other key stakeholders to help execute the overall WalkMe strategy and ensure consistent, well-controlled use of the tool. You will ensure work is prioritized appropriately, delivered to quality standards, and maintained in alignment with Home Lending policies, risk and control expectations, and user experience goals.

Job responsibilities

• Support the end-to-end WalkMe intake process, including request documentation, requirements capture, and routing to appropriate stakeholders for review.
• Coordinate approval workflows and governance checkpoints in partnership with controls and technology stakeholders.
• Maintain and manage the WalkMe inventory, including tracking deployments, ownership, status, and lifecycle (e.g., new, change, retire).
• Coordinate solution delivery activities (planning, coordination, testing support, release readiness) in collaboration with product, automation, and technology teams.
• Assist with standards and governance (templates, documentation, usage guidelines, reporting, and adherence to established processes).
• Monitor and report on WalkMe pipeline, throughput, and adoption metrics to support decision-making and prioritization.
• Align stakeholders on scope, timing, risks, and dependencies to ensure shared understanding and execution.

 

Required qualification, capabilities and skills

• Exceptional communication, influencing, leadership, and problem-solving skills
• Working knowledge of Agile product development methodologies and practices
• Demonstrated project management experience
• Proven strategic leader and influencer who drives alignment and decision-making
• Customer-centric with a strong focus on improving the employee experience
• Self-directed, with the ability to perform effectively amid ambiguity and frequent change
• Strong verbal, written, and presentation communication skills
• Strong ability to evaluate, interpret, and analyze data to inform decisions
• Intermediate to advanced proficiency in Microsoft Office (SharePoint, Word, Excel, PowerPoint, Outlook)

 

Preferred qualification, capabilities and skills

• Familiarity with common web technologies (HTML, CSS, JavaScript, jQuery)
• Familiarity with Jira

Define and drive the strategic vision for content, ensuring alignment with organizational objectives and regulatory standards