CIB Project Manager - Customer Experience Journey (Transformation Express) - VP

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • J.P.Morgan
  • 20 Oct 18

CIB Project Manager - Customer Experience Journey (Transformation Express) - VP

Job Description:

The CJM expert will (1) be instrumental in the development and ongoing refinement of JPMorgan customer journeys across all our products and (2) perform project-management and stakeholder management tasks as required and (3) have sufficient design skills and knowledge to enhance the look and feel of the deliverables from a Client Journey mapping perspective

The role will involve planning & execution of Client Journey Mapping Lifecycle with JPMorgan's customers/clients partnering with functional areas of the business to improve overall client experience, the role will work with key stakeholders to define a standard methodology and toolset for customer journey mapping that enables both global consistency and local tailoring to specific customer needs.

Along with the above the job holder should also be capable of conducting independent rapid process improvements projects with knowledge of appropriate productivity tools and techniques support transformation within the organization

Key Responsibilities:

As a direct report to the Executive Director within Transformation Express, you will have the following accountabilities

  • Execution of Customer journey mapping
  • Coordinate implementation of a standardized methodology for capturing JPMorgan's customer journeys
  • Plan & execute workshops with customers/ internal audience as part of Client journey mapping
  • Map end-to-end customer experience touch-points
  • Update and validate key customer persona's
  • Incorporate segmentation of customer and varying strategies within key customer journeys
  • Identify opportunities for continuous improvement
  • Learn from, create, and leverage best practices in industry
  • Project Management & Stakeholder Management
  • Partner with Sales, Product, Marketing, Finance, Technology, Operations as part of the internal stakeholder mgmt.
  • Establish and maintain effective working relationships throughout the company
  • Contribute to the development and maintenance of the overall Customer Experience vision, strategy, principles and standards
  • Be sufficiently fluent in graphic design software (such as Adobe Illustrator, Photoshop, Keynote and PowerPoint, etc) to enhance the look and feel of the deliverables of CXM Business Unit (i.e. PowerPoint presentations, Google Sheets presentations and Keynote presentations)
  • Perform end-to-end productivity reviews from Business analysis, formulating recommendations to actual implementation in an efficient but effective manner using industry standard tools (Lean or Six Sigma)

Overall Candidate P rofile:
  • 5+ years of experience in the following areas: primarily within Customer Experience & business process reengineering financial services(preferred)
  • Experience in design, development and maintenance of customer journey-maps
  • Demonstrated graphic design experience with commonly used design tools such as Adobe products, Keynote and PowerPoint
  • CX user research and education market experience preferred
  • Strong oral, written, and presentation abilities - able to convey benefits to all levels of the business, from C-level executives to operations and development teams
  • Demonstrated passion for providing customer satisfaction

Competencies and Behaviours:
  • Customer journey mapping experience
  • Design experience using appropriate tools, such as Adobe Illustrator, Photoshop, Keynote, PowerPoint and Google Sheets
  • Facilitate workshops as part of customer journey experience
  • Builds networks with customers, other team members and other relevant teams is essential
  • Very good communications and presentation and skills
  • Encourages people to be open and share their views
  • Ability to use own initiative to solve technical problems
  • Delivery focused and takes responsibility for targets
  • Strive for standardization and simplification in all aspects of work
  • Independent, driven and creative (well-versed with productivity analysis methods and tools such as Lean and Six Sigma)
About J.P. Morgan's Corporate & Investment Bank:

J.P. Morgan's Corporate & Investment Bank is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. Further information about J.P. Morgan is available at .

JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase & Co. is an Equal Opportunity Employer.