Job Description

Job Description

Description for Internal Candidates

Be a leader driving customer service improvements and Interactive Voice Response (IVR) experience transformation!

As a product team member, your problem-solving and product work will help contribute to vision, solutions roadmap and improved outcomes impacting a half billion users. Along the way, you’ll develop a deep end-to-end understanding of the business and find a fun, inclusive team culture that welcomes diverse ideas and supports your individual growth and career mobility.

As a Product Delivery analyst in the IVR product area of Customer Channel: Voice, you will work with business and product stakeholders to discover, plan, and deliver improved self-service capabilities and interaction designs used by customers and employees. Our product integrates with other systems using data, AI and user experience designs to enable personalized service experiences. You will work with agile scrum teams, lines of business, data & analytics, UXCX design and other partners, optimizing the product and solving complex problems. Your daily contributions will reveal data-informed problems and solutions, create requirements, manage the product backlog and contribute directly to the outcomes driving objectives/key results success.

This position will require work from office 50-60% on a set schedule.

Job responsibilities

• Develop business operations and process knowledge to understand customer and employee needs and handling in contact centers
• Use data to understand solutions performance and user behaviors to identify improvements
• Collaborate with business, analytics and partners on problem assessments, business cases, solution designs, and outcome assessments
• Create requirements and acceptance criteria in agile epics/stories, collaborating with the business, interdependency partners and scum teams through implementation
• Deliver execution of product intake, backlog management and hygiene, sprint planning, agile scrum participation, operational readiness engagement, and incident/issue support'.
• Create product support documentation such as call flows, design documents, and process aides

Required qualifications, capabilities, and skills

• 2+ years of experience in product management 
• Demonstrated experience with analysis, process improvement and working with data to understand performance insights
• Knowledge of the agile product development cycle
• Proven ability to lead product life cycle activities including discovery, requirements / acceptance criteria definition, and outcome assessment 
• Ability to communicate to a wide range of stakeholders and levels of leadership

Preferred qualifications, capabilities, and skills

• Prior experience working in an agile scrum software delivery organization
• Contact Center knowledge or IVR product experience desirable
• Experience with SQL, Alteryx and visualization tools a plus

Tools:

• JIRA, Excel, PowerPoint, Visio 

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, paid in the form of cash and/or forfeitable equity, 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.

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