Customer Outcome Governance Manager

3 weeks ago

London, United Kingdom JPMorgan Chase & Co. Full time

Customer Outcome Governance Manager

We know that people want great value combined with an excellent experience from a bank they can trust, so we launched our digital bank, Chase UK, to revolutionise mobile banking with seamless journeys that our customers love. We're already trusted by millions in the US and we're quickly catching up in the UK – but how we do things here is a little different. We're building the bank of the future from scratch, channelling our start-up mentality every step of the way – meaning you'll have the opportunity to make a real impact. 

As a Customer Outcome Governance Manager at JPMorgan Chase within the International Consumer Bank, you will be a part of a flat-structure organization. Your responsibilities are to deliver end-to-end cutting-edge solutions in the form of cloud-native microservices architecture applications leveraging the latest technologies and the best industry practices. You are expected to be involved in the design and architecture of the solutions while also focusing on the entire SDLC lifecycle stages.

Our Customer Outcome Governance Manager team is at the heart of this venture, focused on getting smart ideas into the hands of our customers. We're looking for people who have a curious mindset, thrive in collaborative squads, and are passionate about new technology. By their nature, our people are also solution-oriented, commercially savvy and have a head for fintech. We work in tribes and squads that focus on specific products and projects – and depending on your strengths and interests, you'll have the opportunity to move between them. 

While we’re looking for professional skills, culture is just as important to us. We understand that everyone's unique – and that diversity of thought, experience and background is what makes a good team, great. By bringing people with different points of view together, we can represent everyone and truly reflect the communities we serve. This way, there's scope for you to make a huge difference – on us as a company, and on our clients and business partners around the world.

Key responsibilities

Manage and oversee the production of annual assessment for Consumer Duty Establish a Customer Outcomes governance framework to effectively monitor, assess and report on the delivery of customer outcomes across International Consumer Banking (ICB) Define the charter and scope of a Customer Outcome Working Group to monitor and assess findings from outcome testing, product and service outcome KPIs and any other relevant inputs. Additionally, the Working Group should track the progress and effectiveness of remediations. Develop outcome reporting templates (monthly, quarterly, and annually) for use with the business, Conduct Forum and the Board. Pilot the reporting approach and adapt based on learnings and feedback from the Board.  Review outcome testing approach and outcome KPIs established during the Consumer Duty implementation period to assess effectiveness and make recommendations for uplifts if required. Monitor regulatory changes within market and identify amendments to procedures  Detailed understanding of FCA New Consumer Duty Regulation  Establish the routine and undertake regular conduct risk reviews for new product and services for International Consumers Support conduct lead on key priority areas for digital conduct focus, including Consumer Duty, AI, data, and vulnerable customers.  Prepare papers and update for International Consumer Banking Conduct Forum on specific risk and control matters relating to management of digital conduct risk.  Ensuring action plans are agreed, put in place & tracked to completion Liaising with senior management across the IC, including the Senior Function Holders, to obtain views and input on the conduct risk environment and to provide regular assurance and updates regarding the coverage and output from monitoring reviews. Deliver appropriate management information, both qualitative and quantitative, to monitor performance against customer outcomes, risk appetite, including the facilitation of deep dives

Candidate requirements

Skills/knowledge: Consumer Duty, outcome testing, retail banking, JIRA, Confluence, project management Experience of working in a conduct role in regulated environment Working knowledge of FCA regulatory requirements including consumer vulnerability guidance Experience in a relevant area (Consumer Duty, Conduct, TCF, Outcome Testing, ideally in financial services)  Supporting the delivery of the FCA guidance implementation plan Strong written and verbal communication skills  Strong analytical skillset, with the ability to systematically break down complex tasks into manageable, smaller units. 

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