Customer leader job description

As a senior leader in IT Product Management, you'll take a macro view of technology and innovation across the firm to develop solutions that have an everyday impact on customers, clients and businesses around the globe. As a leader of organizational, operational and technological change, you'll build partnerships with business groups across the firm. You'll also manage a high-performing team of IT managers from multiple job families who share your passion for technology and innovation. When you join JPMorgan Chase & Co., you gain access to the best minds in the business-both as part of the JPMorgan Chase & Co. global technology community and through our partnerships with some of the most important tech firms in the world.
This role requires a variety of strengths and capabilities, including:

BS/BA degree or equivalent experience Expertise in Resource Management; Technological, Organizational and/or Operational Change Management; Portfolio Management; Conflict Resolution; Negotiation; Budget/Financial Management, including Business Case Completion; Controls; and Partnership and Influence In-depth knowledge of at least one technology discipline (e.g., software delivery, infrastructure management) Ability to build an innovative culture Strategic planning (e.g., roadmap creation and execution) Experience in large-scale software development in one or more programming language Expertise in working in partnership with colleagues throughout the firm and in leading collaborative teams to achieve common goals Facilitate tw o-way conversations between Product line and customers to capture, understand and build products based on end user requirements Interpret the needs of the Business sponsor and product cabinet to help shape the strategic direction of the Product Line and drive product adoption C ollaborate with Product General Manager, Product Managers, Engineering Leads, and Experience Leads to define and deliver product strategy, vision, roadmap and outcomes Drive strong partnerships across organization to deliver end-to-end capability and value to internal or external customers


JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans

** This position will have a Hybrid Work Arrangement (part in-office/part remote/work from home), ideally in NY, NY but the finalist may be located at one of M&T's other "hub" locations.

The Customer Experience (CX) Department is creating a differentiated, M&T branded experience through strategic initiatives, customer segmentation, journey led design, and talent enablement. Our goal is to understand what is important to our customers to truly help the communities we serve. The foundation on which we develop holistic, end-to-end seamless banking experiences for our customers is rooted in our four pillars: Experience Design, Voice of the Customer, Journey Acceleration, and CX Strategy.

We are throwing past constraints and assumptions out the window as we influence the transformation of bank-wide customer and client experiences. We aim to raise the bar for what customer, client, and employee experiences look and feel like. To accomplish our goals, we have built a team of professionals assembled from e-commerce, entertainment, fintech, entrepreneurship, and social media industries with diverse skillsets, all connected by their commitment to customer-centrism.
Primary Responsibilities:
The Customer Experience (CX) Engagement Lead role is situated within our CX Strategy pillar. The Engagement Lead will focus on supporting CX leaders on concept creation, development, and execution of strategic communications, events, and forums for the division. CX Coordinator responsibilities:
Engage cross-functionally to develop captivating CX related content for a bank-wide audience Support communications across multiple internal channels to drive a customer-centric mindset throughout the organization Create compelling messages around achievements, priorities, and organizational strategy Coordinate remote and in-person internal events, which includes producing narrative themes, developing executive messaging, and overseeing event logistics Promote advancement of enterprise-wide CX engagement via presentations for senior leaders Partner with business lines and support functions to be an agent of change, aligning disparate efforts to enterprise strategic commitments Lead and contribute to special projects across the department in data analytics, market research, customer feedback, experience engineering, compliance and design Maintain project documentation with detailed work plans that communicate project progress Execute projects through completion with the ability to manage across and up as needed

Required Qualifications:
Bachelor's degree required Demonstrated leadership experience with the ability to work autonomously Ability to balance priorities of multiple projects with varying deadlines Excellent written and verbal communication skills Authorized to work in the U.S. on a full-time, permanent basis without additional sponsorship

Preferred Qualifications:
Experience presenting to senior management and large audiences Experience in public relations, journalism, branding and campaigns Experience leading internal communications and programming for a remote audience Adaptability and willingness to drive change

#LI-DA1

Location
New York, New York, United States of America

BMC boasts a portfolio of industry leading solutions and services that help companies around the world in their digital transformation journeys. We are helping the world's most exciting brands run their businesses as they reinvent for the future by becoming an Autonomous Digital Enterprise.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

We are currently hiring a customer focused and engaging Lead Customer Success Content Developer/Writer on our Digital Success team! The Digital Success team develops and executes BMC's digital-first, human assisted engagement strategy to increase overall engagement with customer and allow customer success practitioners to operate at scale. Digital Success is an important part of the CS and CX strategy at BMC with an opportunity to innovate and make a mark in a high growth area.
Core Activities:

* Work with peers in Customer Success, Sales Operations, Product, and Finance to support and drive improvements
* Drive and participate in new, strategic, initiatives that positively impact the organization in a meaningful way
* Measure and report on program performance and business impact.
* Deliver digital initiatives to improve the effectiveness and efficiency of CS teams:
* Customer adoption campaigns, including collaboration with CS, Marketing, and Product
* Digital journey development, content creation and curation, and metrics
* Enhance and augment digital experience for CSM-supported customers
* Design, evaluate, and measure digital programs against internal targets for continuous improvement

Required Experience:

* 2+ years of experience in Customer Experience, Customer Success, or Engagement Marketing in B2B SaaS companies
* 3+ years of experience building digital campaigns using Gainsight Journey Orchestrator
* Excellent communication skills (verbal and written) with an ability to communicate at all levels, escalate program issues, and mitigate project risks
* Experience in working with customer engagement tools like Gainsight Journey Orchestrator, Marketing Cloud, Eloqua or others
* Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service
* Experience with defining and leading digital engagement strategies (i.e., digital journey creation, content marketing, etc.)
* Experience with digital engagement approaches and methods (i.e., Digital Customer Success / tech touch, Digital Marketing)
* Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans