Servicing Communication Lead
JPMorganChase
Columbus, OH, USA · San Antonio, TX, USA · Elgin, IL, USA
As a Servicing Communications Leader, you will lead the planning, rollout, and success tracking of the new Self Service capabilities. You will partner with Product, Technology, Servicing, Legal, Risk, and users of the tool to set timelines, confirm readiness, and keep launches moving smoothly. Using existing analytics, you will monitor key measures like adoption, usage, task completion, containment/deflection, and call driver reduction, then turn those findings into clear actions that improve outcomes. You will run small pilots, gather feedback from customers and colleagues, spot gaps or blockers, and drive quick fixes to keep momentum. You will work independently with minimal direction, move fast, and manage multiple initiatives at once. You will also create executive‑ready PowerPoint presentations that tell compelling “customer stories,” highlight progress, and explain next steps so leaders and partners stay aligned as Self Service grows.
- Own end‑to‑end launch plans, milestones, go/no‑go criteria, cutover/backout, and post‑launch stabilization.
- Define success metrics upfront and ensure customer‑safe, compliant releases.
- Align timelines and readiness with Product, Tech, Servicing, Legal, Risk
- Keep launches on track and clear roadblocks quickly
- Track adoption, usage, task completion, deflection, and call drivers.
- Turn data into actions that boost self service and reduce call
- Run small pilots, gather feedback, and ship quick fixes
- Create clear, executive‑ready PowerPoint updates with customer stories
- Juggle multiple workstreams and work independently
- Present to senior leaders and influence outcomes
- PowerPoint storytelling: build executive‑ready decks that weave data into clear narratives (customer story, insights, actions, impact).
- Strong communicator and presenter; crisp updates for leadership and partners.
- Experience leading cross‑functional product or CX launches.
- Data‑driven: comfortable reading metrics and building basic dashboards
- Organized project manager who moves fast and sets priorities.
- Skilled at partnering with Product, Tech, Servicing, Legal, and Risk.
- Familiar with contact center metrics (adoption, containment, call drivers)
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
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