What are the responsibilities and job description for the Senior Product Associate- Voice IVR position at JPMorgan Chase?
Consumer & Community Banking (CCB) Operations Product organization 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.
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 Associate in the Customer Voice Experience , you contribute to the team by leveraging your expertise in product development and optimization to make a significant impact, supported by user research and customer feedback to fuel the creation of innovative products and continuously improve existing offerings. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our products and ongoing success. You will support the planning and execution of our product strategy and roadmap. Working closely with product managers and cross-functional teams, you'll help identify user needs, analyze performance, and contribute to delivering AI-enabled solutions — making an immediate, tangible impact on our products and customer experience.
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
Lead problem discovery and product planning by collaborating with cross-functional teams to identify solutions that align with user needs and business goals, ensuring timely and successful product launches
Drive data-informed decision-making using analytics and AI-enabled tools to accelerate, optimize, and prioritize product initiatives
Monitor industry trends and competitor offerings to provide insights that shape and inform product direction
Facilitate ideation and insight sharing across teams to ensure alignment and continuous improvement throughout the product lifecycle
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
- Experience with Agile framework and scrum
- Execution of product life cycle activities including discovery and requirements definition
- Experience with data analysis, value analysis and data visualization tools (e.g., Excel, SQL, etc.)
- Strong communication skills (verbal, written)
- High attention to detail and organization abilities, able to manage multiple priorities in a fast-paced environment
- Self-motivated with innovative spirit and a continuous development mindset
Preferred qualifications, capabilities, and skills
- Experience with customer journey mapping, process improvement and design thinking
- Familiarity with voice AI, NLU/NLP, IVR and contact center solutions
- Proficiency with Agile project delivery tools (e.g., JIRA, Align)
- Familiarity with AWS Amazon Connect and AWS Cloud Services
- Experience with Alteryx and Lucidspark a plus
- Experience in financial services, fintech, or a regulated industry