Senior Customer Experience Associate in London

Advocate for customers across the UK by leveraging your customer experience skills, analyzing metrics, and collaborating across one of the world’s most innovative financial organizations. As a Senior CX Associate in the UK Market Team, you will identify opportunities to improve the lives of millions of customers while delivering for the business at every turn. You’ll have the chance to lead projects that use commercial and customer insights to drive forward propositional change. Supported by user research and customer feedback, you’ll fuel the creation of innovative experiences and continuously improve existing offerings. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our customer experience and ongoing success.

Responsibilities

• Partners with the Customer Experience Lead to identify new opportunities that reflect the needs of our customers and the market through data analysis, competitor and customer research.
• Works alongside our Design, Content and User Research teams to shape emerging propositions.
• Analyzes, tracks, and evaluates metrics from across the business to identify opportunities, strengthen business cases.
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics.
• Partner with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape end-to-end service experiences across channels and touchpoints.

Qualifications

• 3+ years of experience or equivalent expertise in a user experience, service design or product manager role.
• Proficient knowledge of the product development life cycle.
• Experience in managing stakeholders and building relationships.
• Developing knowledge of data analytics and data literacy.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.