Senior Product Associate

JPMorgan · Banking & Financial Services

Bengaluru, Karnataka, India
On-site
Posted today
Apply by 1 Nov
Product Management

About the job

Our team is at the heart of building and improving the servicing technology that supports every aspect of the Chase offering, including new market expansion. We are looking for solution-oriented, commercially minded, customer-focused product talent, used to working in an agile environment, who want to be part of building an exceptional user experience within a diverse and inclusive team.

As a Senior Product Associate at JPMorganChase within the International Consumer Bank, you are an integral part of the team that innovates new product offerings and supports the end-to-end product life cycle. You act as the voice of the customer, turning customer and operational problems into requirements that deliver measurable value. Partnering closely with engineering, design, operations and control colleagues, you help guide features from discovery through launch, gather feedback, and ensure a top-tier client experience — with a strong commitment to scalability, resiliency and stability.

You will help lead the development, testing, implementation and maintenance of our Voice & Chat platform (Amazon Connect) to enable delivery of an industry-leading customer service experience across the UK and Germany, scaling to other European markets.

Job responsibilities

Contribute to the roadmap and objectives for our customer service operations technology platform, owning defined voice and chat journeys end-to-end

Take responsibility for the successful delivery of your product areas, ensuring they meet the acceptance criteria of your stakeholders

Translate customer and agent problems into PRDs, epics and INVEST user stories with clear, testable acceptance criteria

Partner with the Tech Lead and Solution Architects to ensure alignment and feasibility of product, technical vision and requirements across Amazon Connect, AWS services and Salesforce

Create testing and implementation plans, and support release readiness and post-launch validation

Ensure the product meets all legal, regulatory, risk and control requirements across UK and EU regimes

Define baselines and track outcomes against platform metrics such as FCR, AHT, CSAT and NPS

Represent Product in availability, incident and resilience reviews, converting findings into prioritised backlog items

Be hands-on, detail-oriented and outcome-focused, as well as a strong team player

Demonstrate experience delivering and scaling customer service operations technology products

Have experience in a complex software environment with Agile/Scrum development

Required qualifications, capabilities and skills

Show strong experience with planning, prioritizing and maintaining product backlogs

Demonstrate strong experience assessing value, developing cases, and prioritizing stories, epics and themes so that work focuses on maximum value and aligns with product strategy

Possess strong working knowledge of Agile principles, processes and best practices

Exhibit experience with hypothesis-driven development, product experimentation and product analytics

Communicate strongly and feel comfortable explaining design, architecture and roadmap to a wide range of audiences from both technology and business backgrounds

Demonstrate sound judgement on regulatory, risk and control requirements within financial services

Good understanding of process mapping and customer journey mapping

Experience with CaaS products and Operations or Customer Service

Knowledge of Amazon Connect and its out-of-the-box functionality and tools

Exposure to Salesforce or comparable CRM platforms

Experience delivering across multiple European markets

Preferred qualifications, capabilities and skills

Awareness of conversational AI or AI features around this domain

Apply on JPMorgan