Shape how customers connect with us by improving interaction routing and service experiences. Partner across business and technology to turn customer insights into measurable product outcomes. Build scalable solutions that strengthen reliability, efficiency, and client experience.
As a Senior Product Associate in the Client Service Products team, you will help evolve how customer interactions are delivered and routed by translating business needs and customer insights into scalable product improvements. You will partner with cross-functional teams to drive product discovery, delivery, and launch readiness supporting resilient, stable experiences across client service channels.
Job Responsibilities
• Execute solution refinement and delivery within an Agile delivery environment.
• Collaborate with partners across product, legal, risk and controls, operations, technology, design, and data teams.
• Document scope, workflows, and user stories to support clear delivery outcomes.
• Partner with technology teams to refine requirements and delivery tasks.
• Coordinate quality assurance testing, user acceptance testing, and production validation to confirm solutions meet business requirements.
• Support escalations by contributing subject-matter expertise on production issues and incident resolution.
• Apply analytical and critical-thinking skills to evolve key applications and product capabilities.
Required qualifications, capabilities & skills
• Experience in product management, product ownership, project management, or a related domain.
• Experience supporting product lifecycle activities from discovery through delivery (e.g., defining requirements, supporting solution design, and launch readiness).
• Experience documenting workflows, scope, and user stories in a format used by cross-functional delivery teams.
• Ability to use data to identify opportunities, define use cases, and measure outcomes (data literacy).
• Experience identifying process gaps and implementing improvements that enhance efficiency and/or client experience.
• Experience partnering with technology teams to refine requirements, delivery tasks, and acceptance criteria.
• Experience with contact center interaction routing, including skills-based routing and interactive voice response (IVR) user flows (Genesys).
Preferred qualifications, capabilities & skills
• Experience improving servicing or contact center strategies across multiple channels (e.g., voice, digital, messaging).
• Experience partnering closely with engineering teams to translate requirements into build-ready stories and acceptance criteria.
• Experience supporting production releases, post-launch measurement, and continuous improvement cycles.
• Familiarity with resiliency, stability, and operational readiness considerations for customer-facing platforms.
• Experience applying user research and customer feedback to prioritize product decisions.
JPMorganChase, 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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorganChase, 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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
