JP Morgan Chase - Senior Product Associate - Voice & Chat Platform

Description:
Our team is at the heart of building and improving the servicing technology that supports every aspect of the Chase offering, including new market expansion. We are looking for solution-oriented, commercially minded, customer-focused product talent, used to working in an agile environment, who want to be part of building an exceptional user experience within a diverse and inclusive team.
As a Senior Product Associate at JPMorganChase within the International Consumer Bank, you are an integral part of the team that innovates new product offerings and supports the end-to-end product life cycle. You act as the voice of the customer, turning customer and operational problems into requirements that deliver measurable value. Partnering closely with engineering, design, operations and control colleagues, you help guide features from discovery through launch, gather feedback, and ensure a top-tier client experience - with a strong commitment to scalability, resiliency and stability.
You will help lead the development, testing, implementation and maintenance of our Voice & Chat platform (Amazon Connect) to enable delivery of an industry-leading customer service experience across the UK and Germany, scaling to other European markets.
Total Experience: 2 - 6 years
Job responsibilities:
- Contribute to the roadmap and objectives for our customer service operations technology platform, owning defined voice and chat journeys end-to-end
- Take responsibility for the successful delivery of your product areas, ensuring they meet the acceptance criteria of your stakeholders
- Translate customer and agent problems into PRDs, epics and INVEST user stories with clear, testable acceptance criteria
- Partner with the Tech Lead and Solution Architects to ensure alignment and feasibility of product, technical vision and requirements across Amazon Connect, AWS services and Salesforce
- Create testing and implementation plans, and support release readiness and post-launch validation
- Ensure the product meets all legal, regulatory, risk and control requirements across UK and EU regimes
- Define baselines and track outcomes against platform metrics such as FCR, AHT, CSAT and NPS
- Represent Product in availability, incident and resilience reviews, converting findings into prioritised backlog items
- Be hands-on, detail-oriented and outcome-focused, as well as a strong team player
- Demonstrate experience delivering and scaling customer service operations technology products
- Have experience in a complex software environment with Agile/Scrum development
Required qualifications, capabilities and skills:
- Show strong experience with planning, prioritizing and maintaining product backlogs
- Demonstrate strong experience assessing value, developing cases, and prioritizing stories, epics and themes so that work focuses on maximum value and aligns with product strategy
- Possess strong working knowledge of Agile principles, processes and best practices
- Exhibit experience with hypothesis-driven development, product experimentation and product analytics

- Communicate strongly and feel comfortable explaining design, architecture and roadmap to a wide range of audiences from both technology and business backgrounds
- Demonstrate sound judgement on regulatory, risk and control requirements within financial services
- Good understanding of process mapping and customer journey mapping
- Experience with CaaS products and Operations or Customer Service
- Knowledge of Amazon Connect and its out-of-the-box functionality and tools
- Exposure to Salesforce or comparable CRM platforms
- Experience delivering across multiple European markets
Preferred qualifications, capabilities and skills:
- Awareness of conversational AI or AI features around this domain

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