Senior Experience Specialist
3 weeks ago
**JOB DESCRIPTION**
We are seeking a passionate and customer-focused Experience Specialist to join our Lending Product team. As a Senior Experience Specialist, you will be responsible for creating exceptional experiences for our customers throughout their journey with our products/services. You will play a vital role in ensuring customer satisfaction, both internal and external. Your ability to understand customer needs, provide support, and deliver personalized experiences will be essential to the success of our organisation.
In this role you will work closely with Lending Journey Owners and Product Managers to map customer journeys, identify opportunities, design service blueprints and develop strategies that enhance the overall customer experience.
***
**Job responsibilities**:
- Partner closely with colleagues across business strategy, UX, product development and technology leading discovery activities to help shape our future vision and outcomes and co-create future state experiences
- Bring a service-centered design perspective to discussions around product vision, roadmap, and requirements with Product-level leadership and partners
- Support the Journey Owners and key partners to help define the Lending Solutions Product Strategy
- Monitor customer satisfaction metrics, gather feedback, and conduct surveys to assess customer sentiment and identify areas for improvement
- Developing user journey maps, service blueprints, and service prototypes, continuously iterating and improving service designs based on user feedback and data analysis
- Proactively identify opportunities to enhance the customer experience and implement strategies to drive customer satisfaction and loyalty
- Stay up-to-date with industry trends and best practices in customer experience management, bringing new ideas and approaches to the team
**Required qualifications, capabilities and skills**
- Ability to go deep into analysis of current processes and technologies to build a strong foundation in the design of the future state
- Command of design methodology in working through complex ambiguous challenges
- Ability to confidently facilitate and lead workshops with designers and key stakeholders to both create a shared understanding of the problem space, the users, and the end to end journey, and to create a compelling narrative that brings to life the target state customer and colleague experience
- The ability to dive into, and map the complex backstage capabilities such as Technology, People, Processes, and Policies
- Strong problem-solving abilities and a proactive and empathetic approach to identifying and resolving customer issues
- Exceptional communication skills and prowess in effectively communicating ideas, issues, and implications to senior, technical and non - technical audiences
- Knowledge of customer experience principles, methodologies, and best practices
**Preferred qualifications, capabilities and skills**
- Expertise in analysing and synthesising qualitative and quantitative data from multiple sources to form a holistic understanding of a problem space
- A strategic thinker with great communication and storytelling skills, who can articulate design decisions and strategies to influence a service strategy and roadmap
- Adaptability and resilience in a fast-paced and dynamic environment with exceptional organisational skills with the ability to multitask and prioritise effectively
**ABOUT US**
JPMorgan 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.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including yo
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