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Chase Merchant Services-Client Journey Lead

Req #: 180014304
Location: Plano, TX, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)

JPMorgan Chase & Co. (NYSE: JPM), is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. JPMC serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to

Chase Merchant Services is the global payment processing business for JPMorgan Chase & Co. Chase Merchant Services is the world’s leading merchant acquirer with more than $1 trillion in annual transaction volume in 2017. Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies. The consumer payments industry is rapidly evolving. Chase Merchant Services must continuously innovate and expand our products, geographies and technology to deliver world-class solutions for our clients.

Position Summary: 

The key objectives of this role center on the delivery of multiple client focused solutions at the right time and level of quality in a fast-paced, rapidly evolving, Agile environment by leading our teams of designers, architects, scrum masters, and engineers to successful outcomes in support of our Build-The-Bank initiative.


Key Responsibilities:

  • Lead a team comprised of Business Architects, Client Leads, Process Designers and business partners to design the ideal client experience
  • Work with Product Manager to integrate and prioritize Journey requirements into Product roadmap
  • Lead journey sprints and reviews in partnership with the Product Manager(s)
  • Understands and engages with clients on comprehensive set of topics, including strategy, roadmaps, and journey performance
  • Assess impact of (de)prioritization of journey items with Product Manager(s) / Service Owner(s), against delivery of end-to-end experience
  • Develop guidelines or best practices for designing customer journeys (continuously update playbook)
  • Setup customer research and user testing (e.g., customer and staff panels, personas, analytics)
  • Develop and maintain relationships across senior business stakeholders
  • Prepare, participate and present to senior executives regularly

Minimum Requirements:

·         BS degree in a business discipline or Computer Science, Information Systems or equivalent experience required, MBA preferred

·         10 years equivalent or relevant experience required/strongly preferred

·         Ability to lead multi-disciplined teams and create goals and vision for delivery in ambiguous or new situations

·         Demonstrated strong leadership and insightful analytical skills

·         Excellent influencing and relationship building across all levels of the organization Ability to problem-solve and clearly articulate objectives and the required path(s) to implement new process/program

·         Exceptional communication skills, both oral and written, with desire of using both in collaboration with potential partners and internal stakeholders

·         Sense of urgency with disposition to execute and a demonstrated career of successful program implementations

·         Demonstrated experience in driving strategy within a large multi-segment organization, preferably in the payments industry

·         Experience in managing people on small to mid-sized teams

·         Proven exceptional relationship building skills inside and outside the organization

·         Proven experience in working across departments, lines of business within large organizations

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