Voice of Customer Lead

2 weeks ago

London, United Kingdom JPMorgan Chase Bank, N.A. Full time

.

**Voice of Customer Lead - Chase UK**

Here at JPMorgan Chase & Co., we know that people want great value combined with an excellent experience, from a bank they can trust. So we launched a
**new digital bank called Chase**:

- to revolutionise mobile banking by creating seamless digital journeys that our customers love. For us, that means keeping ourselves customer obsessed and always being open to trying new things. Above all, it's about working with people who are passionate about building the bank of the future.
Our **team** is at the heart of building this new venture, focused on developing offerings that put the customer at the center. We have created a **new organization** and we are looking for solution-oriented, commercially minded, customer-focused individuals, used to working in an agile environment who want to be a part of building something new from the ground up within a **diverse** and **inclusive** team.

**Culture** is as important to us and we are looking for intellectually curious, **new technology** passionate individuals who would like to expand their skills whilst working on a new exciting venture for the firm. Your work will have a massive impact, both on us as a company, as well as our clients and our business partners around the world.

**SUMMARY OF ROLE/JOB DESCRIPTION -**

As part of the Customer Success Team reporting to the Customer Success Lead, the Voice of Customer Lead will lead the team in innovating and developing our the Voice of Customer (VoC) program ;, ensuring that we understand our customer ' s ' experience with Chase, our products and across key steps in their journeys.

You will take this feedback and combine it with the business knowledge you develop to turn this into behavioural insight that supports key decisions and our C onsumer D uty obligations. You will share this customer experience data with stakeholders across the busines s to measure and improve our process es and products, via identification and prioritisation of initiatives.

and will ensure the voice of our customer is understood and heard across by the teams building and running the bank.

We're looking for a clear thinker, communicator and influencer who is curious and customer obsessed. You will be working at the centre of our customer experience tribe, supporting understanding, providing constructive challenge across the bank and driving forward change. You will bring your knowledge and best practices to ensure we really understand what our customers want from us across our key journeys and have plans in place to deliver.

**Responsibilities:
- Lead the development of our Voice of Customer program; enhancing the programme, innovating, deploying surveys across key journeys (including for Consumer Duty) and helping create CX datasets to help us take better decisions..
- Working across Customer Experience to enhance our understanding, identify pain points and opportunities and support mapping of key journeys.
- Build and deliver behavioural insights that evidence outcomes for Consumer Duty.
- Share this understanding with relevant tribes and across various forums; collaborating with the Product and Programme Management teams to help prioritise customer needs.
- Create and maintain deep stakeholder relationships with our partners around the business; recording actions, tracking and reporting progress and closing the loop on resultant change.
- Partnering with Operations to provide customer feedback and deliver the inner and outer loops.
- Take the lead in Forums: representing the customer, providing insight, informing decisions and driving strategy.
- Develop the Chase Voice of Customer team and grow their skills and abilities.

**Skills/ Qualifications:
- Relevant experience leading a V oice of C ustomer program for a complex / international business (ideally within banking / fintech / financial services).
- Demonstrable experience of designing, running and enhancing a survey program, creating actionable data-sets, that led to improvements across key journeys.
- Expert at analysis and experience working w ith data analytics, experimentation and insights teams to create powerful views and datasets.
- Strategic approach; playing a leading role within governance and decision making via presentations and contributions.
- A clear communicator, who has shared insight in multiple formats and providing constructive challenge, at all levels including C-suite.
- Experience leading teams, defining standards and developing team members.
- You thrive in a fast-paced environment with frequent changes and you have a strong history of adapting to and delivering change.
- Improving processes, documentation and controls are some of your habits.

When you work at JPMorgan Chase & Co., you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 20 technology centers worldwide, our team of 50,000 technologists design, build and deploy everything

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