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Executive Director - Digital Channels Lead - Business and Commercial Banking

Company: CHASE
Location: Plano
Posted on: March 27, 2020

Job Description:

At JPMorgan Chase, the Business Banking, Chase Merchant Services and Commercial Banking lines of businesses are top providers of banking services to wholesale clients encompassing millions of small businesses as well as large, complex businesses with domestic and international needs. Business Banking, Chase Merchant Services and Commercial Banking share a common goal to provide an industry leading digital experience and capabilities for clients. We are undertaking an aggressive digital transformation agenda, which builds on the success of the current mobile and online service offerings; investing in innovative ways to deepen customer engagement and profitability through the use of digital channels. The goal is to position Chase Business Banking, Chase Merchant Services and Commercial Banking as the undisputed leaders in digital financial services and payments to enable highly personalized delivery and real time experiences that clients increasingly expect. The Business and Commercial Banking (BCB) Tribe is responsible for Chase Business On-line (Business Banking, Business Cards, Chase Merchant Services), Chase Connect (Middle Market Banking, Commercial Real Estate) and Chase Business Mobile. The BCB Digital Tribe has considerable momentum. In 2019 5.6MM digital users were migrated to a new digital platform (Chase Business On-line and Chase Connect), client satisfaction is at an all-time high, and 90 active users have grown across all lines of business. JPMorgan moved from #3 to #2 in the Barlow Feature-Function league tables and JPMorgan moved up in the JD Powers Business On-line client satisfaction survey from #4 to #3. Business and Commercial Banking (BCB) Digital is responsible for the digital channels (browser, mobile, API) supporting JPMorgan s wholesale businesses Business Banking ($100K-$10MM revenue, 2.5MM+ clients, $4B revenue), Commercial Banking ($10MM - $1B revenue, -18K clients, $9B revenue), Chase Merchant Services (-190K clients, $1.2B revenue), Business Cards and Corporate Cards. The BCB Channel Management team is responsible for the management and evolution of Chase Business On-line (CBO), Chase Business Mobile (CBM) and Chase Connect. This role will work across BCB Digital Product Management and the BCB Segment Leaders to synthesize multiple priorities into an integrated roadmap of feature/function and usability enhancements. The team will work closely with the Consumer on-line (Chase Personal Online) and mobile channels (Chase Mobile) to leverage investments and ensure alignment. The team will work closely with Chase Digital Technology and Design leaders to manage an efficient agile delivery process that ensures rapid evolution of the channels. The role reports to the Head of Wholesale Digital and will be based in Plano, TX or New York, NY (Hudson Yards). Key Responsibilities Channel Owner. Responsible for the end to end client experience across th BCB digital channels. Understand Product roadmaps and how they are impacting the BCB digital channels. Partner with Design/Technology/Product to ensure a consistent, aligned, cross channel experience. Identify areas of duplication/ misalignment/inconsistency and bring relevant parties together to address. Client Satisfaction. Leverage complaints, client surveys, store ratings, research and analytics to understand key drivers of satisfaction/ dissatisfaction across the three primary digital channels CBO, CCO and CB Partner with Product/Segment/ Design/Technology to deep dive into areas of opportunity and develop plans/strategies to address issues/improve customer satisfaction. Mobile Center of Excellence. Partner with LOBs/Segments/Design/Product/ Technology to develop fulsome mobile strategies across the key lines of business. Serve as a resource/partner with the digital Product teams to ensure that they have mobile skills and are building mobile into their roadmaps. Stay abreast of industry trends (mobile, fintech, financial services and non- financial services) and competitor activity. Channel Operations. Partner with the Digital Channels team, Operations an Digital Technology to ensure the smooth operations of the BCB digital channels. Partner with Channels, Technology, Operations, line of business to drive projects/programs. Examples include IE11 Decommission, ECI maintenance, error messaging improvements Cross LOB Alignment. Partner with the Consumer Channels team (browser, mobile) to develop visibility into their strategies/roadmaps/plans and ensure that BCB requirements/priorities are reflected. Identify opportunities to leverage other LOB investments in the BCB digital offering. Key Activities Partner broadly with the Digital Product and Segment teams to develop and evolve the short and long term Digital channel vision and strategy Translate the strategy into a multi-year roadmap with supporting business cases Work with Design, Technology and Product to consolidate and integrate product requirements from across JPM s wholesale businesses and prioritize investments Proactively identify opportunities to leverage investments across the Consumer and Wholesale channels Engage with key Product, Design, Technology teams and key partner functio to prioritize roadmap against capacity. Proactively keep abreast of market trends, JPM s digital channels, customer feedback and analytics to inform a strong understanding of the broader business, technology, digital/mobile marketplace Serve as a digital thought leader/subject matter expert for both capabilities and technical feasibility Develop a point of view around technologies, tools, competitors, potentia partners Establish an operational cadence (business reviews, governance) with the Product, Segment and Channel teams and partner functions (CPO, CPM, ACCESS) to prioritize and manage channel roadmap delivery Leverage customer experience, data and metrics to support decision making and product and channel strategy Attract, hire, develop and lead a small channel management team. Attract, develop and retain diverse talent. Build a culture around our How we do Business principles. Develop and maintain appropriate controls and governance. Identify, manage and mitigate current and emerging risks Define, track and realize key digital performance metrics client experience, on-time/on-budget delivery, quality, and operational performance Serve as an active participant of both the Channels and BCB Digital leadership teams

Keywords: CHASE, Plano , Executive Director - Digital Channels Lead - Business and Commercial Banking, Executive , Plano, Texas

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