J.P. Morgan Wealth Management - Senior Product Associate, Service Desktop

Job Description

You are passionate about product innovation and improving the tools and workflows to directly improve client and advisor experiences.
In this role, you will strengthen your product delivery and cross-functional partnership skills while building mobility for continued growth across product, digital, and platform teams.
You will join a collaborative team with a strong focus on measurable outcomes, modern capabilities, and a culture that supports learning, development, and impact.

As a Senior Product Associate in the US Wealth Management Service Desktop team, you will support the product strategy and manage day-to-day discovery, backlog management, delivery, and performance measurement for assigned capabilities.
You will partner with product leadership, Service Professionals, and stakeholders across business, technology, design, operations, digital, risk, controls, compliance, and legal to translate needs into clear requirements and prioritized work.
You will guide enhancements from discovery and pilot through launch and adoption, using feedback, product data, and industry insights to recommend priorities and deliver measurable improvements.
You will help evolve the desktop experience as a key part of the broader Wealth Management Service platforms.

 

Job responsibilities:

 

• Support the Service Desktop product vision, strategy, and roadmap tools and workflows in partnership with product leadership
• Own, maintain, and prioritize the backlog for assigned Service Desktop capabilities in alignment with the product roadmap and priorities established by product leadership
• Conduct discovery, user research, and analysis with business stakeholders to identify needs and opportunities to improve tools, workflows, and service delivery
• Translate the desktop experience vision into business requirements, user stories, and acceptance criteria in partnership with user experience research, design, content, accessibility, and technology teams
• Ensure desktop experience capabilities follow established design system standards, reusable components, navigation patterns, and accessibility requirements
• Support usability testing, prototype validation, pilot feedback, and post-launch learning to improve the desktop experience
• Coordinate workflow and transition impacts, including data, integration, and cross-platform dependencies across the desktop experience, existing Service Desktop capabilities, Salesforce, and integrated platforms
• Partner with the Business Readiness and Training team on phased rollout planning, communications, training, adoption, and feedback loops
• Define and monitor success measures, including adoption, task completion, usability, satisfaction, workflow efficiency, service quality, risk indicators, defect trends, and platform reliability
• Support production stability through incident triage, defect prioritization, and resolution of risks, bottlenecks, and delivery issues
• Communicate priorities, progress, dependencies, risks, and outcomes clearly while partnering with risk, controls, compliance, and legal teams to maintain a strong control environment

 

Required qualifications, capabilities, and skills

 

• Bachelor’s degree or equivalent practical experience
• 5+ years of product management, business analysis, or related product delivery experience
• Experience translating user, stakeholder, and business needs into product requirements, user stories, acceptance criteria, and prioritized backlog items
• Experience identifying, shaping, or delivering AI-enabled product capabilities, such as workflow automation, service assistance, intelligent recommendations, or service support use cases
• Experience working in an Agile environment across multiple workstreams and cross-functional teams
• Experience with user-centered design, service workflows, the software development lifecycle, business process analysis, testing, and launch readiness
• Strong quantitative and qualitative problem-solving skills, with the ability to translate analysis into actionable recommendations
• Excellent communication, facilitation, and organizational skills, including the ability to explain technical concepts, manage dependencies, and meet competing deadlines
• Experience using user feedback, product data, and performance metrics to prioritize improvements and measure outcomes

 

Preferred qualifications, capabilities, and skills

 

• Financial services or wealth management experience
• Product management or business analysis experience with Salesforce Service Cloud or another enterprise customer relationship management platform
• Experience supporting service workflows across Wealth Management Servicing or contact center platforms
• Experience with enterprise design systems, accessibility standards, usability testing, or large-scale user interface modernization
• Familiarity with customer relationship management integrations, application programming interfaces, workflow automation, cloud technologies, and customer service tools
• Experience with Jira, Jira Align, and reporting or analytics platforms such as Tableau, Snowflake, or customer relationship management analytics
• Ability to influence cross-functional teams and drive alignment across stakeholders

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.