Senior Product Delivery Associate - Branch Workplace Technology

Job Description

Be at the heart of transforming visions into market-ready products, while you navigate through and solve complex challenges. In this dynamic environment, you ensure smooth product delivery and support change initiatives, marking a significant step in your career growth and innovation journey. 

As a Senior Product Delivery Associate in the Branch Advocacy team, you function as a crucial liaison and analyst, between branch employees' technology issues and support models, to ensure a seamless experience for both our branch colleagues and clients. In this role, you will engage with branch leadership and colleagues, as well as help desk, operations, technology teams and product owners, to build relationships, proactively monitor, support, and drive the resolution of technology issues raised by our branch colleagues. To enable the products to continuously deliver value, analyze support models, focusing on identifying gaps or efficiencies that can be presented to key partners as opportunities for process improvement.

Job responsibilities

• Provide support to help resolve branch technology issues as needed
• Analyze branch issue tickets to identify opportunities for self service capabilities or improved help when chatting with a technician
• Analyze branch support model escalations and non-escalations; ultimately resulting in recognizing gaps in process or efficiencies to improve the end to end support experience of our branch colleagues
• Develop and maintain deep relationships with our Branch colleagues to understand and address their needs and concerns in support of their branch and customers. 
• Develop and maintain robust communication and support structures to bring together and organize teams to help facilitate the resolution of major incidents and ongoing technology issues.
• Develop and maintain regular management and organization reporting of issues and the overall technology health of our branches.
• Effectively communicate research-based data, efficiency and process improvement opportunities to partners at varying levels.

Required qualifications, capabilities, and skills

• Demonstrates an understanding of the branch employee's workplace journey, and works towards providing a more efficient and healthier environment for our partners
• 3+ years of business analytics, business management, strategy, or related experience
• Identifies process and product gaps and areas of opportunity
• Breaks down complex challenges into key problems to solve, while identifying process and support model gaps and other areas of opportunity
• Comfortable working in dynamic environments with incomplete data to develop directionally correct answers
• Comfortable challenging the status quo, supported by research-based analysis
• Strong analytical, technical, and statistical skill. Ability to synthesize/analyze diverse information, develop and recommend strategies, and make decisions
• Demonstrate structured thinking, curiosity, and effective communication, with excellent written skills
• Demonstrate ability to execute via internal partnerships with other organizations with the ability to influence people at all levels across a broad variety of job functions, sometimes without formal authority.
• Excellent problem-solving skills. Structured thinker, effective communicator with excellent written and oral communication skills, possessing the ability to convey complex information - simply and clearly - to senior business leaders
• Bachelor’s degree or equivalent experience required. 

Preferred qualifications, capabilities, and skills

• Developed knowledge of the product development life cycle
• Experience with issue management for hardware and software/technology, that relate to banking or financial services. 
• Exhibit strong personal responsibility and accountability for delivering high-quality work

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

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.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.