Senior Product Associate - Digital Servicing Experiences
at J.P. Morgan
Posted 17 days ago
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Senior Product Associate for Digital Servicing Experiences responsible for driving product development and optimization for digital self-service customer journeys across web and mobile. The role leverages user research, metrics analysis, and collaboration with cross-functional partners (including conversational AI teams managing the Chase Digital Assistant and Universal Entry Point) to improve digital containment and extend customer journeys. Responsibilities include defining requirements, epics and user stories, conducting discovery and journey mapping, tracking product metrics, and supporting roadmap and OKR delivery. The position requires strong analytical skills, experience across the product life cycle, and continuous improvement of technical frameworks and customer experiences.
- Compensation
- Not specified
- City
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- Country
- United States
Currency: Not specified
Full Job Description
Location: Wilmington, DE, United States
Unleash your expertise in product development and optimization by leveraging user research, analyzing metrics, and collaborating across one of the world’s most innovative financial organizations.
As a Senior Product In this role you will focus on digital self-service customer experience journeys that traverse multiple lines of businesses while working closely with our conversational AI team that manages the Chase Digital Assistant (CDA) and Universal Entry Point (UEP). Improving digital containment (i.e. reducing calls) and extending customer journeys by sequencing the next relevant set of digital capabilities to drive further customer engagement are expected outcomes. These programs require continuous improvement and optimization across chase.com and the mobile app, along with uplifting the technical frameworks. The position requires a strong analytical approach and close collaboration with our business stakeholders and functional partners to deliver on shared roadmaps and OKRs. Job responsibilities Partners with the Product Manager to identify new product opportunities that reflect the needs of our customers and the market through user research and discovery Considers and plans for upstream and downstream implications of new product features on the overall product experience Supports the collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers Analyzes, tracks, and evaluates product metrics including work to time, cost, and quality targets across the product development life cycle Writes the requirements, epics, and user stories to support product development Required qualifications, capabilities, and skills 3+ years of experience or equivalent expertise in product management or a relevant domain area Proficient knowledge of the product development life cycle Experience in product life cycle activities including discovery and requirements definition Developing knowledge of data analytics and data literacy
