The Private Bank Employee and Client Experience (ECX) team is charged with delivering a first-in-class experience for employees and clients throughout their lifecycle and across channels and touchpoints. We work to ensure a more proactive, coordinated and innovative approach to delivering experiences for our clients and employees. Our organization works closely with the business, service, marketing, technology, digital, product, strategy and solutions teams.

The team Associate will partner with key stakeholders to develop, identify, and manage experience initiatives across the Private Bank. This includes owning and monitoring key listening posts, identifying and resolving areas of improvement, and measuring and tracking progress. In regard to listening posts, the Associate will own the end to end process for the USPB feedback inbox. This opportunity will allow the Associate to learn about the business and all its products and services, meet with Bankers and Advisors, triage and escalate feedback that is shared with the USPB management team, and influence both small and larger priorities based on what we're hearing. A second listening post that the Associate will focus on is the PB Survey program. The PB ECX team executes various client and internal surveys throughout the year, analyzes results, and builds and tracks action plans to further our business priorities. The Associate will also have the opportunity to analyze client complaints and combine these with the previously mentioned listening posts to holistically identify trending and emerging themes. Lastly, the team Associate will get a chance to lead and track short- and long-term product deliverables to uplift the employee and client experience based on these themes.

The successful candidate will be client and outcome-focused with a practical orientation to developing and maintaining an innovation mindset, and have a style that fosters teamwork and collaboration with all types of stakeholders and partners. Candidates should have excellent written and oral communication skills, strong interpersonal skills, great attention to detail, and outstanding analytical and research skills, as well as a passion for improving experiences. Execution is also a critical component of the role.

The candidate will have an opportunity to learn from other members of the team on project management, survey theory, balancing tactical and strategic, and negotiating between various partner teams. We also work very closely with various business management teams and the office of the CEO which will allow the Associate to learn quickly about the business and expand their network.

Responsibilities:

• Manage end to end internal feedback process and help escalate and triage emerging themes on behalf of the USPB management team

• Own various aspects of and help expand the PB Survey program

• Utilize qualitative and quantitative tools to analyze, synthesize, and interpret large amounts of data and information, drawing conclusions, maintaining the report and making recommendations for senior management

• Work with cross-functional teams to shape roadmap and collaborate on initiatives including implementing various team owned projects

• Assist with the development, maintenance and management of pain-point list by business and efforts to address them

• Develop internal and external communications and presentations to the team and other business partners

Qualifications:

• Bachelor's degree or higher

• 2-3 years of experience; experience within wealth management will be beneficial but not required

• Exceptional attention to detail and organizational skills

• Superior interpersonal skills including high emotional intelligence and congeniality in interfacing directly with senior management

• Enthusiasm for this business and eagerness to work on any task that will add value

• Quick and proactive learner who possesses a solid work ethic and performs well under pressure in a dynamic environment; must be able to multitask and shift priorities quickly while maintaining control with limited supervision

• Ability to analyze and synthesize large amounts of data; experience in or willing to learn Tableau, Qualtrics, etc

• Expert in Excel, PowerPoint and Word; proficiency in Jira a major plusJPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans