1+ months

Strategic Business Analysis Director-One Chase Service Area Product Owner

JPMorgan Chase & Co.
Columbus, OH 43215
  • Job Code

Strategic Business Analysis Director-One Chase Service Area Product Owner

Req #: 190077078
Location: Columbus, OH, US
Job Category: Operations
Potential Referral Amount: US Dollar (USD)

The CCB One Chase Service for Business Team is hiring an Area Product Owner to lead the design and delivery of Customer Journeys across the Business Service space (Business DDA, Business Card and Merchant Services). JP Morgan Chase is on a mission to deliver a customer-obsessed One Chase experience by improving clock speed and providing first class customer interactions.  All across the organization we are committed to transforming the way we work and how we deliver value against our business objectives. 

We favor rapid, iterative design to “once and done” project work and prefer new design to improving on the status quo.  All in a way that allows us to “plug and play” instead of depending on outdated technology builds.  This is accomplished by empowered decision makers sitting among the team that helps make our transformation a success.    

To achieve that mission we have launched Agile product team based constructs across the country that enable a truly cross-functional business, development and operations experience to continuously design, deliver and validate new functionality. Journey practices, architectures and tool sets cover the entire product lifecycle; and are re-shaping how we think about these customer journeys and foster an environment where a cross-functional team can quickly improve our customer experience.

Successful transformation at this scale requires hiring and selecting diverse and talented people who are equipped with the right end-to-end knowledge, skills, passion about customers and excitement about being at the forefront of change and innovation. 

The One Chase Service for Business Team is responsible for delivering a great customer experience for business customers who need to manage their accounts, update their profile and settings and perform general service activities. We are closing key self-service gaps and making it easier to service through self-service channels while also designing the new One Chase Service desktop which will allow bankers in the branch as well as specialists in the contact centers (Retail, Business, Credit Card, Merchant Services, etc.) to provide great service when customers need assistance.

The One Chase Service desktop will provide users with a complete view of the customer, across products and accounts, enabling a consistent experience for the customer. Processes, policies and procedures are being redesigned from the customer and user lens to ensure a great service experience. The team operates in an Agile environment, co-located with technology, to reduce speed to market and generate value throughout program.

The Area Product Owner in the One Chase Service for Business Team will serve as a liaison between scrum teams and business users to identify and design optimal solutions and drive the One Chase Service and self-service roadmap and direction. 

As the Area Product Owner your primary responsibility will be to proactively set the strategic direction for your customer journey, designing and executing on the product roadmap and setting the overall direction.  You should understand the business value of the book of work and use critical thinking to make informed decisions for your area. “You are the sole person setting the priority, maximizing the value of the product and work of the development team”. Your role is to be the business manager for your Product.

Your key objective as a change agent will be to work across the organization and other customer journeys to engage key partners, establish interdependencies, gather feedback from business and development and establish a successful journey North Star. As Product Owner you must manage how the budget is allocated and spent.  Working alongside a Product Coach, you will drive an Agile organization (methodology and development processes) and are empowered to change the direction and scope of the project as needed.


  • Sets up vision and strategy for the Product
  • Responsible for the execution of the Strategy

  • Provide recommendations to enhance production performance

  • Analyze customer and production data for improvement needs, including but not limited to customer experience data, inventory, programming and machinery reporting

  • Partner with project teams, project managers, Controls/Risk, Audit and Tech teams to assist/advise on current production and new product processing and reporting needs

      Preferred Qualifications:

      • Minimum of 10 years management/supervisory experience working in a dynamic product or service environment
      • Proven experience in P and L responsibility
      • Demonstrated ability to make strategic decisions, take accountability for those decisions while candidly challenging the status quo to drive the right customer journey outcomes
      • Extensive service improvement and design thinking knowledge with ability to rapidly and iteratively test solutions

      • An excellent communicator (written and oral) with ability to fluidly interact with senior leaders, key stakeholders, employees and third party vendors

      • Strong technical acumen and understanding of modular technology

      • Experience in Operations either in Business, Card or Merchant Services preferred

      • Independently oversees and manages large and complex relationships with internal technology partners

      • Demonstrated top-down executive leadership skills.  Ability to harness the power of diverse and dynamic teams and successfully manage people leadership, talent/performance development and coaching duties

      • Advanced/Strong client experience skills across a large scale highly matrixed organization

      • Strong client segmentation experience with ability to influence and drive product alignment using customer insights

      • Ability to harness data and the power of analytics and customer insights for comprehensive strategy planning


      Keyword: consumer%20banking


      Posted: 2019-08-29 Expires: 2019-12-14

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      Strategic Business Analysis Director-One Chase Service Area Product Owner

      JPMorgan Chase & Co.
      Columbus, OH 43215

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