Job Description

The Human Resources function at JPMorgan Chase is shifting to a product led way of working. We are making this change so that we are fully organized around our customers to deliver personalized experiences throughout an employee or manager journey. The Human Resources Product Organization sits within Corporate Human Resources and plays an important role in driving our transformation.

The Employee Engagement & Listening Product Team is a firmwide product team within the Employee Digital and Service Experience portfolio. The team\'s role is to equip our internal customers with current and relevant employee sentiment, feedback, measurements, and insights so they can make better data led business decisions, determine key focus areas, improve prioritization, measure effectiveness, and monitor progress.

We are seeking a highly effective and innovative Area Product Manager to work with the Product Manager for Product Listening to lead the end-to-end strategy and execution of our vision. Firmwide Product Listening is a new product focused on capturing and publishing a holistic view of customer experience, both sentimental and behavioral, to enable continuous decision making and storytelling for Product Managers and Senior Leaders. The Area Product Manager will also focus on how to close the loop with our valued Human Resources customers - our employees.

The Area Product Manageris accountable for the business outcome delivery, value realization, stakeholder management and customer experience.

Job responsibilities

• Evaluate and deploy new listening channels including Platform embedded in-experience listening tools; Telemetry; new product surveys.
• Define and develop in partnership with Product and User Experience, the appropriate metrics to measure success, assess performance and evaluate product effectiveness while maintaining focus on leveraging and advancing the listening tools. Maintain strong knowledge of customer and persona journeys across products while owning a horizontal, cross product view.
• Develop and execute a Product Experience Index Dashboard to provide continuous data and insights to key stakeholders across listening channels (Surveys, Always On, customer satisfaction, Call Listening, Operating, Service). Maximize the "so what" value of a singular data point by looking across trends, correlations, time, and cross product experiences. Leading the effort with Data and Engineer Leads.
• Provide advisory and shared oversight to establish an insights operating model from feedback capture, categorization, dissemination and product acceptance, JIRA integration, execution tracking, closed loop process to provide outcomes to the originators of the feedback.
• Transform the data and insights to tell the story of the product organization and influence broad and specific change in Human Resources product and experiences.
• Build trusted relationships and influence stakeholders at all levels of the organization, helping to put the customer at the center of what we do and leveraging insights and data (including metrics summary and defined root cause and actionable steps) to support the strategy.
• Own or advise on use case identification, measurement definitions, intent of listening, feedback question development, technical and data reporting requirements, stakeholder reporting and presentations.
• Mitigate issues and navigate roadblocks while maintaining a close partnership with internal functions and in accordance with company policies and regulatory changes.

Required qualifications, capabilities, and skills

• 7+ years of experience with listening strategy development and execution, channel development, insights implementation, clear and demonstrable impact to customer experience.
• Tech savvy - can translate product vision and roadmap into clear requirements and processes that data, engineers, and designers can deliver against.
• Analytical and data-led - can synthesize key insights and adopt and/or solution quickly while managing to OKRs.
• Customer obsessed - develops deep empathy and understanding in service of creating frictionless end-to-end experience.
• Experience with creating and maintaining key performance indicator monitoring tools, and reporting on key findings.
• Able to maintain a product backlog, write stories and epics, leading concepts and execution, and coordinate and facilitate productive sessions that will have productive outcomes.
• Proactive, accountable, and detail-oriented work ethic and able to communicate both verbally and written at a high level with all stakeholders.
• Skilled at fostering partnerships and influencing others.

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world\'s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants\' and employees\' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm\'s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm\'s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Equal Opportunity Employer/Disability/Veterans

Base Pay/Salary
New York,NY $123,500.00 - $180,000.00 / year

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