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CB- Product Control- Client Experience- Vice President

12.00 to 14.00 Years   Bangalore   09 Oct, 2021
JPMorgan
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Key responsibilities:

  • Analyze client experience feedback from the various client touchpoints within commercial bank across lines of business, wholesale products through surveys, complaints, journey maps etc.
  • Familiarity with a wide range of qualitative and quantitative techniques and the ability to derive insights across channels, products, and business segments and translate into strategic recommendations
  • Establish self as point person for monthly and quarterly client experience reporting across functions and lines of businesses
  • Leverage innovative technologies and implement new NLP toolsets to drive insight generation
  • Work closely with data and technology teams to design and execute database and technology impacts to the client experience team
  • Contribute to client experience efforts related to client journey development, complaints management and transformation efforts
  • Design and implement predictive techniques to anticipate client issues and other broad issues with a sense of urgency
  • Establish self as subject matter expert, trusted partner or role model
  • Collaborate with business and functional partners to share client experience insights and resolve conflict through expert collaboration and broad decision-making
  • Engage organization in introducing ideas for improving overall client experience
  • Pursue cross functional opportunities to improve customer experience or meet customer needs
  • Foster an environment where risk/control issues are escalated, and trends are anticipated and identified
  • Implement real time feedback channels that support client experience improvements
  • Supports the implementation of the new tools and technologies to administer surveys
  • Establishes self as expert at designing, testing and launching surveys
  • Produce reports of survey responses catered to different audiences
  • Support additional client research projects, as needed
  • Support preparation of executive update to summarize client feedback from surveys etc. shared with senior leaders
Qualifications
  • 12-14 years of relevant experience; ideal candidate will have experience executing journey-based / real time feedback program and experience working with third party tools e.g. Confirmit, Qualtrics etc.
  • Ability to understand key business processes
  • Managing people or teams in a matrix organization with proven success contributing to complex, large scale initiatives
  • Experience in process design or project management
  • Effective change management and transformation experience. Ability to challenge current state and mind set, adapt to a changing environment
  • Influencing and negotiation skills - Leverage subject matter expertise in driving conversations, challenging status quo and influence decisions/direction with stakeholders
  • Ability to synthesize qualitative information and present concise, easy-to-read findings to an executive audience
  • Superior writing and verbal communication skills
  • Comfort working with employees at various seniority levels and locations while building strong internal relationships
  • Self-starter, ability to work both independently and as part of a team
  • Strong Excel and PowerPoint skills ability to visually show new processes
Education
  • Bachelors or Masters degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience
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Keyskills :
project managementautomationcost controldeliveryltdsubject matter expertiseprocess designcomputer sciencechange managementresearch projectsnegotiation skillscustomer experience

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