Job DescriptionCome join the Machine Learning & Intelligent Operations team who develops and sustains innovative solutions for Consumer & Community Banking (CCB) Operations, using Artificial Intelligence/Machine Learning (AI/ML), through a design-led approach, to dramatically enhance the customer and employee experience.
Job Summary: As a Product Associate within Machine Learning & Intelligence Operations (MLIO,) you will help drive the book of work for your product, coordinating execution of the product roadmap and embracing Agile methodology and best practices. You will interact with cross-functional teams comprised of technologists, data scientists, researchers, designers and analytics team members, all aligned to a shared strategic roadmap. This role is part of the Area Product Team that owns our Agent Assist Application: evee Assist. As part of this team, you will be relentlessly focused on the employee and/or customer experience, carrying forward the team's priorities to maximize the value of the product and the work of modeling & development teams.
Job responsibilities
- Support the product execution, roadmap, prioritization, and backlog for machine learning application supporting customer service (evee Assist)
- Analyze contact volumes and customer journey/friction points across a variety of channels to inform product feature prioritization
- Coordinate activities of agile product-aligned team that includes research, design, data scientists, machine learning engineers, and data analytics partners
- Manage existing product features and collaborate on the research, definition and development of new features to advance the product roadmap and performance
- Help to maximize product value delivered through backlog creation, management, and prioritization of epics and user stories
- Collaborate with user research and business / operations teams to identify and drive customer experience, behavior, and improvement opportunities
- Refine strategies and solutions to enhance self-service utilization and reduce customer contact volume
- Collaborate with Controls/Risk, Audit, Compliance, Data & Model Governance and Technology to ensure readiness to deliver on product roadmap
Required qualifications, capabilities, and skills
- Experience in Agile, applied to Technical Product Management, ideally with Artificial Intelligent/Machine Learning related products
- Familiarity with multi-disciplinary teams in a large, matrixed organization and fast paced agile development environment
- Demonstrate ability to contribute to strategic decisions, while vocally participating in team activities and adding value on execution activities
- Technical acumen; ability to grasp and help manage complex relationships with internal technology partners
- Ability to effectively leverage the power of analytics and customer insights for robust outputs
- Strong communicator with ability to fluidly interact with leaders, stakeholders, employees and third party vendors
- High School Diploma/GED
Preferred qualifications, capabilities, and skills
- Experience working in or with customer service operations Promote innovation in product development, user research, and analysis to shape and optimize our offerings.
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.
About the TeamOur 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.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
