Customer Outcomes Lead

Job Description
Are you ready to make a significant impact in the financial industry? Join us to ensure customer satisfaction through comprehensive outcomes testing across diverse products and channels.

As a Customer Outcomes Lead - Associate (all genders), you will play a crucial role in ensuring that our customers receive the best possible outcomes across various products and channels. This is your opportunity to influence change and drive improvements within our business.

As a Customer Outcomes Lead - Associate (all genders) in our team, you will support the completion of manual customer outcomes testing and complaint root cause analysis to ensure positive results for our customers across a range of products and channels. You will collaborate closely with the wider business to develop action plans for improvements, making a real difference for customers.

Job Responsibilities

• Supporting the completion of in-depth analysis of interactions to assess whether "good" outcomes have been achieved.
• Understand end-user needs and influence product maintenance and development.
• Support the creation and delivery of reports.
• Evaluate conduct risks and identify opportunities for improvement.
• Partner with Operations and Product teams to drive change and effectively influence process improvements.
• Ensure risk and controls policies are adhered to and escalated within the appropriate governance structure.

Required Qualifications, Capabilities, And Skills

• Experience in the financial industry, preferably in outcomes testing, Root Cause Analysis, or Quality Assurance roles.
• Ability to manage own workload and deliverables.
• Skilled in simplifying complex findings.
• Strong problem-solving aptitude and idea generation, with the ability to go from conceptualization to implementation.
• Strong interpersonal skills with the ability to forge meaningful relationships with key stakeholders.
• Excellent verbal and written communication and presentation skills, adaptable for different audiences in German and English
• Effective organizational and people management skills.
• Proficiency in Excel and data management

Preferred Qualifications, Capabilities, And Skills

• Experience in influencing product development and maintenance.
• Proven track record in evaluating conduct risks and driving improvements.
• Ability to work collaboratively with cross-functional teams.
• Relevant experience in the Financial Service industry

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About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

About The Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.