Consumer & Community Banking Operations Product organization needs you! Operations provides critical cross-line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility.

The Consumer Community Banking Service Product Team is responsible for delivering a great customer experience for customers who need to manage their accounts and perform general service activities (e.g., replace a credit or debit card). We are making it easier to service customers across lines of business and by designing the One Chase Service modules which will allow bankers in the branch as well as specialists in the contact centers (Retail, Credit Card, etc.) to provide great service when customers need assistance. 

You will be responsible for delivering new, modern service experiences and/or replacing existing servicing experiences with modernized versions, fulfilling the vision of the Service Product Group Product Owner and the goals of the One Chase Service platform. You will also work with business partners, senior leaders, other product analysts, business analysts and IT teams to achieve this goal.

Job responsibilities

• Forming strong bonds and a healthy working relationship with the scrum teams they work with
• Collecting user requirements and feedback from business partners and project leads in formal and informal settings; Juggling multiple projects at any given time, all with vigorous delivery expectations
• Performing in depth analysis for fact finding on existing behavior of the system and business processes or procedures related to the project goal
• Comfortable discussing functional details of workflows, and generally comfortable discussing technical information at a high level.
• Writing Epics and Stories to deliver features fulfilling the project goals; Act as Subject Matter Expert on area product owned systems
• Maintaining and prioritizing the product backlog along with Business Analysts, refining Epics and Stories in JIRA with Scrum team, and partnering with Agile lead (scrum master) on sequencing
• Working closely with User Experience (UX) teams on design of new features and components. Working with User Acceptance Testing (UAT) teams to ensure test coverage; Building relationships with ‘co-supplier’ stakeholders from multiple regions and products areas

Required qualifications, capabilities, and skills

• 3 years Product analyst, or 5 years of Servicing operations experience as well as record of individual achievement
• Must have the ability easily assimilate information and learn new applications and processes
• Experience with agile product development and software delivery lifecycle
• Agile Experience with tools such as Jira and understanding of Backlog Prioritization Techniques
• Advanced knowledge of communication and efficiency tools such as SharePoint, Confluence, MS office apps, and JIRA
• Must have a solid ability to analyze user procedures and workflows, and compare those to project requirements and goals, and to create feature enhancements or new workflows as a result of that analysis
• Effective communicator with excellent written and verbal communication skills. Capable of developing relationships positively, especially when working through challenging situations

Preferred qualifications, capabilities, and skills

• Proven track record of delivery and new product feature creation
• Familiarity with the business services and offerings associated with Chase
• Demonstrated ability to manage tight delivery timelines and calmness under pressure