JPMorgan Chase is expanding its business and is investing in innovative ways to attract customers, deepen engagement and drive increased satisfaction through delightful effortless interactions with digital products and experiences. 

Our team is at the heart of driving this transformation, focused on developing innovative offerings that put the customer at the centre. We believe that engaging, relevant and contextual content is at the heart of personalised customer experiences. We’re also committed to designing content for reuse in a way that’s measurable and consistent. 

As an Operational Excellence Lead you’ll balance tactical delivery and strategic direction setting. Through your teams you’ll ensure that you’re optimising across our service operation across our people, process and customer journeys, with a view to embed a “test, measure, learn” culture.

Job Responsibilities

• Builds and Leads a high performing business operations function, delivering optimised service experience 
• Has the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers
• Defines, implements and maintains operational excellence across the operations teams, ensuring the customer experience is unique, fair, consistent, transparent and enables the delivery of exceptional service
• Acts as subject matter expert for best in class digital business policy, processes, products and solutions
• Collaborates with technology and process engineering teams to design best in class business customer experiences while mitigating risks
• Manages the stakeholders working with global teams to ensure we deliver exceptional service at all times
• Works collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience Core Skills and Behaviours

Required Qualifications / Capabilities

• Relevant expertise at a senior level in Financial Services banking or another heavily regulated industry
• Experience working in a high growth company, start-up environment, adaptable, agile and able to work in a constantly evolving business
• Understanding of contact centre operations, including contact channel development, AI, latest innovations in service tech and contact deflection
• Leadership experience handling large teams and processes
• Have a highly successful track record of what it takes to build and maintain a strong culture as a force driving people, customer & business success
• Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals

Preferred qualifications, capabilities, and skills

• Understanding of processes for the key functional area you will be part of
• Familiarity with JIRA as a tool for project management
• Awareness and understanding of “model office” approach to piloting new initiatives

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