16 days old

Commercial Bank - Client Experience - Client Research - VP

JPMorgan Chase & Co.
Plano, TX 75074
  • Job Code

Commercial Bank - Client Experience - Client Research - VP

Req #: 190063595
Location: Plano, TX, US
Job Category: Marketing/Communications
Potential Referral Amount: 0 US Dollar (USD)

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management. 


Commercial Banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients' domestic  and international financial needs.


Commercial Banking Client Experience is a multifaceted organization comprised of client feedback generation, market research and analytics, client journey mapping, complaints management that supports all lines of business in Commercial Banking.

We are seeking an individual to play a lead role in conducting client research for Commercial Banking clients with focus on digital channels, client lifecycle, commercial banking products including treasury services, loans and other related products. This individual will interface directly with senior executives throughout the business as clients and collaborators and will report to the Head of Client Experience Insights. This individual will be a highly detail-oriented researcher who can contextualize research within the broader business ecosystem to extract key trends and insights.


This individual will be responsible for collaborating across a diverse set of stakeholders, clients, and senior executives to define and execute on the client research objectives.

  • Manage and execute research projects: Conduct primary and secondary research with clients and employees via in-depth interviews, facilitated working sessions, focus groups and surveys
  • Questionnaire design and report writing: Writing and reviewing questionnaires and moderator’s guides, developing and reviewing quantitative and qualitative reports
  • Uncover insights and tell stories from the research: Go beyond reporting of data to provide internal functions and lines of businesses with the strategic narratives and actionable insights they need to make business decisions
  • Derive insights across channels, products, and business segments and translate into strategic recommendations
  • Establish self as subject matter expert, trusted partner or role model
  • Collaborate with business and functional partners to share client feedback and resolve conflict through expert collaboration and broad decision-making
  • Engage organization in introducing ideas for improving overall client experience
  • Communicate regular updates to leadership including presentations and executive summaries 
  • 5-7 years of experience in a client experience/research function at a financial services firm
  • Strong analytical skills with the ability to recognize key trends and insights and the ability to explain research findings to non-researchers
  • Demonstrated experience with design-thinking methodology to co-create, with key stakeholders, the target state client and employee experience 
  • Demonstrated experience collaborating with multiple teams, coordinating across different cross-functional initiatives, and reaching consensus with diverse stakeholders
  • Preferred experience working with Treasury Services products and credit processes
  • Excellent judgement and decision-making ability   
  • Strong verbal and written communications skills
  • Ability to interact with colleagues at all levels, in a peer-like way, and achieve goals without direct control over resources
  • Successful track record setting and achieving challenging goals and demonstrating entrepreneurial leadership

Bachelor's degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience

MBA or Master’s degree is a plus

Management consulting experience in a leading consulting firm

Keyword: consumer%20banking


Posted: 2019-11-19 Expires: 2019-12-19

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Commercial Bank - Client Experience - Client Research - VP

JPMorgan Chase & Co.
Plano, TX 75074

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