JPMorgan Chase Technology Client Service Engineer in Chicago, Illinois

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/ .

Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.

End User Services (EUS) delivers measurable business value by providing core desktop technology solutions that meet business demand while realizing cost efficiencies. EUS works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm's 200,000+ workstations and 40,000+ remote access users. We oversee important tasks, including: incident management, user management, security access and controls, work order management, media management, application and business data recovery, and disaster recovery.

The End User Experience & Account Management (UXAM) organization is focused on delivering an exceptional UX on all technology services within the End User portfolio and driving a "User Centric" design practice across the service teams. User Experience encompasses all aspects of the person’s experience with the product or system including design, graphics, the interface, the physical interaction, and the manual interaction. The EUS Client Service Manager role will partner closely with the lines of business to understand their user experience, where improvement opportunities exist and deliver those in the form of business feature & functionality requirements to the internal Global Technology teams to ensure we are delivering real and measurable business value.

Roles/Responsibilities:

  • Build strategic relationships with key business partners and GTI counterparts.

  • Provide advice, direction and support to key business partners, AD teams and internal service/infrastructure groups.

  • ensure effective communications and alignment of our services.

  • partner with service owners to execute end of life plans and strategies and technology rationalization efforts with the businesses.

  • Market products to the lines of business in order to:

  • ensure EUS products are well understood and delivered to the users they will benefit most.

  • increase product adoption and identify future demand.

  • drive measurable improvements in user experience.

  • Gather client feedback to:

  • ensure our products are delivering the expected value.

  • support future product development.

  • improve product design, delivery and support.

  • enhance the client perception of EUS services.

  • lead annual planning initiatives with AD community and iCTOs to understand business needs.

  • determine future needs and requirements for our products.

  • ensure products support LOB goals and objectives.

Business Engagement:

  • Develop a structured engagement process and governance model for both for the line of business and EUS service owners with clear lines of responsibility and communication flow with frequency.

  • Manage business expectation. Ensure that the right products are delivered to appropriate users.

  • Drive line of business partnership for EUS for testing, accurate demand forecasts, detailed product feedback, performance issue tracking & resolution, comprehensive usage lists,etc.

User Experience Service Strategy:

  • Understand EUS Product set and availability by location.

  • Drive information sharing sessions with EUS Service Owners on business needs, user experience issues or enhancements. Track and Report monthly.

  • Partner with UX Strategy and Planning Lead to deliver EUS service & experience roadmaps with a customer centric view in mind to articulate what changes in the end user experience with each release, service launch or program execution.

  • Partner with LOB technology teams, AD leadership and internal service/infrastructure groups to provide advice and direction to market more broadly within their LOBs.

Strategy & Execution:

  • Participate in annual planning with AD community and iCTOs to understand business needs for EUS UX elements and deliver requirements back to technical teams for delivery and roadmap inclusion.

  • Match product delivery to business need (functionality and timeline).

  • Provide business intelligence back to EUS Product owners to influence product development and roadmaps.

Feedback & Reporting:

  • Understand and communicate client’s perception of EUS products and services (good and bad).

  • Drive service improvement plans and report on progress monthly.

  • Partner with Service Owners to prepare quarterly Interlock material for EUS.

  • Partner with Service Owners to create a common view of product adoption, usage, and desired enhancements.

  • Ensure that systemic issues are escalated to product owners for prompt attention.

  • Create standard approach for product feedback and service pilots.

  • Partner with business to establish focus groups for usability testing and technology pilots to ensure optimal user experience and feedback loop to technical and AD teams.

  • Minimum 5+ years in User Experience, Account Management or related business experience with a successful track record of results.

  • Experience in UX Design Process and product life cycle to ensure excellent user experience and satisfaction

  • Strategic thinker who routinely communicates with internal/external functional leaders and customers to understand business needs and drive product adoption.

  • Self-confident, possesses a strong work ethic, and is continually focused on improvement, innovation, and bottom-line results.

  • Strong communication skills (verbal and written) with the ability to communicate complex issues to technical and non-technical audiences- strong executive presence.

  • Proven ability to build strong, cohesive partnerships with the business, operations, technology and other key stakeholders and work effectively in a matrix organization.

  • Dynamic personality driven by results, influencing change and customer satisfaction.

  • Customer centric mindset and can do attitude is a must!

  • Strong service delivery experience and familiarity of how to analyze incidents, process rules and change to identify improvements.

  • Excellent people skills in a matrix managed and diverse technology work force.

  • Strong PowerPoint and Excel skills.

  • Financial Services Industry experience preferred.

  • Bachelor's degree or equivalent experience with an IT focus.

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.