Consumer Banking, Head of Branch Innovation Labs
At JPMorgan Chase, we are obsessed with (i) helping our customers and employees make the most of their lives, (ii) creating a diverse and inclusive environment, (iii) building enduring relationships, and (iv) delivering extraordinary customer service. Using the latest banking solutions combined with cutting edge financial technology, you will be front and center representing our brand and providing superior customer service that will offer our customers the best solutions for their financial needs. If you are passionate about people; helping to improve the lives of our customers through financial solutions, education and advice; a strategic thinker that can drive change; and want to join an exemplary team, then join us at JPMorgan Chase.
As a world-wide leader in financial services, Chase continually seeks to leverage the branch and ATM network as a strategic asset. The Branch Innovation Lab sits within the Consumer Bank’s Chief Administrative Office (CAO) and is responsible for delivering branch innovations to ensure that the Chase customer experience is differentiated, relevant, and competitive. We lead by discovering insights, developing concepts and developing prototypes for major initiatives. We collaborate with internal and external partners and monitor in-market performance of new initiatives to ensure the successful build and deployment of breakthrough concepts. Our projects are the intersection of physical (space), service and digital innovation. Given the scale of Chase (5,200+ branches, 16,000+ ATMS and relationships with one out of every two households in the United States), the innovation work has a significant impact on the industry and the lives of many Americans.
The Head of the Branch Innovation Labs serves as a key leader within the CCB CAO team, focused on applying and evolving digital and technology innovation which connect service, the branch environment and digital, ultimately enabling connected and compelling omni-channel consumer experiences. You will need to proactively define a long-term evolution of our branch banking and employee experience + lead the exploration of new experiences for our consumer banking customers. You should have a balanced experience and understanding of strategy, research, interaction and visual design ... and a willingness to be hands-on in the creation of experiences.
You will need a passion for deeply understanding our customers through all channels (web analytics, voice of customer, qualitative + quantitative customer research) and be able to translate customer insights into multi-release roadmaps. You should have exceptional communication and soft influencing skills as this role requires regular communication and coordination with product managers, development managers + business stakeholders up to and including C-level executives.
If you can bring the urgency of a start-up with the scalable communication + influencing skills of an enterprise innovation leader, we would love to talk to you about our team and our vision for how design can change how consumers interact with our retail branch network and get in control of their finances in an elegant, emotionally positive + meaningful way.
Lead a team of product managers, design strategists, business analysts and UX designers/researchers across multiple geographies
Build, test and advance pipeline of ideas; building financial business cases, strategic rationale and operational implications of the new opportunities
Monitor marketplace for new product innovations, competitors, consumer trends and emerging technologies
Develop roadmaps, regular portfolio and pipeline updates with recommendations to senior executives for either continuing or securing funding to take to market
Engage closely with cross-functional stakeholders to drive a roadmap that meets business and consumer needs
Manage cross-impacted initiatives and external teams to gain input and critical innovation concept assessments
Serves as primary liaison for external innovation partners – establishing and cultivating relationships with leading technology innovators, providing insights and perspectives for evaluating and selecting partners and managing engagements to ensure delivery of innovative prototype recommendations
Foster a strong, positive, and inclusive culture with your direct team, business unit, and across the firm
Customer and employee obsessed byalways looking at opportunities from a customer/employee perspective, delivering solutions that make our products work better together; never satisfied until we have exceeded our customer’s and our own expectations
Team player with a desire to grow with the business and support colleagues to ensure success
Strong and proven design thinking and story-telling skills; prior experience leading design
Exceptional communication skills, including ability to influence at all levels, lead conversations, presentations, and 1:1; always with a high attention to detail and excellent follow-through
Broad understanding of banking systems, operations and their interdependencies with technology based solutions
Experience with agile product development techniques and continuous integration philosophies and practices for speed to market is a plus
Strategic and analytical thinker that thrives in a flexible, dynamic and creative setting
Experience thriving in a fast-paced, collaborative, cross-disciplinary and geographically dispersed environment
Proven leader of teams with the ability to inspire, develop team members at all levels, and build highly effective teams
6+ years of related experience in innovation, product development or business development
5+ years of experience managing projects, leading teams and directing/guiding individual contributors
- Strong PowerPoint/PitchPRO and Excel skills
- Ability to travel to on an as needed basis
Bachelor Degree or equivalent experience required
Proven track record of delivery and new product feature creation