Process Improvement Assoc. II - Workflow & Platform

Process Improvement Associate II - Workflow & Platform

The role supports solution development, delivery, and ongoing governance for WalkMe initiatives, including request intake, evaluation/approval coordination, and inventory management of WalkMe assets.

As a Process Improvement Associate II - Workflow & Platform within JPMorganChase, you will be responsible for supporting WalkMe process and governance across Home Lending. You will partner closely with the Home Lending WalkMe Product Owner, business leaders, product teams, technology and other key stakeholders to help execute the overall WalkMe strategy and ensure consistent, well-controlled use of the tool. You will ensure work is prioritized appropriately, delivered to quality standards, and maintained in alignment with Home Lending policies, risk and control expectations, and user experience goals.

Job responsibilities

• Support the end-to-end WalkMe intake process, including request documentation, requirements capture, and routing to appropriate stakeholders for review.
• Coordinate approval workflows and governance checkpoints in partnership with controls and technology stakeholders.
• Maintain and manage the WalkMe inventory, including tracking deployments, ownership, status, and lifecycle (e.g., new, change, retire).
• Coordinate solution delivery activities (planning, coordination, testing support, release readiness) in collaboration with product, automation, and technology teams.
• Assist with standards and governance (templates, documentation, usage guidelines, reporting, and adherence to established processes).
• Monitor and report on WalkMe pipeline, throughput, and adoption metrics to support decision-making and prioritization.
• Align stakeholders on scope, timing, risks, and dependencies to ensure shared understanding and execution.

Required qualification, capabilities and skills

• Exceptional communication, influencing, leadership, and problem-solving skills
• Working knowledge of Agile product development methodologies and practices
• Demonstrated project management experience
• Proven strategic leader and influencer who drives alignment and decision-making
• Customer-centric with a strong focus on improving the employee experience
• Self-directed, with the ability to perform effectively amid ambiguity and frequent change
• Strong verbal, written, and presentation communication skills
• Strong ability to evaluate, interpret, and analyze data to inform decisions
• Intermediate to advanced proficiency in Microsoft Office (SharePoint, Word, Excel, PowerPoint, Outlook)

Preferred qualification, capabilities and skills

• Familiarity with common web technologies (HTML, CSS, JavaScript, jQuery)
• Familiarity with Jira
• Experience supporting more than one CCB Operations Function/Line of Business

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. For many, owning a home is the ultimate dream and we're here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.