Job Description
As a Senior Product Associate in the Interactive Voice Response (IVR) product area of Customer Channel: Voice, you will have the opportunity to contribute to product innovation and service transformation initiatives (Deposit 2.0). This role will work cross-functionally, collaborating with business, architecture, technology and partners to drive product and business outcomes. As a product team member, you will contribute to product vision, service journey improvements and deliver innovative, transformative solutions. This is a unique opportunity to build end-to-end understanding of the business, product, data and technology in an inclusive team culture that welcomes diverse ideas while growing your career.
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This position will require work from office 50-60% on a set schedule.
Responsibilities
- Develop deep knowledge of business operations, workflow processes and Interactive Voice Response (IVR)
- Engage in discovery of customer service journeys to identify Voice-IVR product impacts and transformation opportunities enabled by Deposit 2.0
- Create functional/non-functional/data requirements and acceptance criteria in agile epics/stories, collaborating with the business, cross-functional partners and scum teams
- Contribute to product planning, backlog management and hygiene, delivery in agile scrum, operational readiness engagement, release validation and incident/issue support
- Use data and analysis to understand opportunities for iterative design optimization, AI integration and automation, driving data-informed recommendations for product roadmap
Required qualifications, capabilities, and skills
- 3+ years of experience in product management or a relevant domain area
- Demonstrated experience with business and data analysis, process improvement
- Experience in agile product delivery
- Proven ability to lead product life cycle activities including discovery, requirements / acceptance. criteria definition, and outcome assessment
- Ability to communicate to a range of stakeholders and varying levels of program management, business and product leadership
Preferred qualifications, capabilities, and skills
- Contact Center knowledge or IVR product experience desirable
- Process engineering and improvement skills
- Experience with SQL, Alteryx and visualization tools a plus
- Tools: JIRA, Excel, PowerPoint, Visio, Lucidspark
ABOUT US
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation 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.
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. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.