Job Responsibilities:

• Own the client adoption experience end-to-end across onboarding, servicing, and releases—mapping journeys, diagnosing friction, and driving measurable improvements.
• Run launch readiness like a fintech operator: stakeholder alignment, impact assessments, run-of-show, cutover plans, hypercare, and post-launch retros.
• Build and maintain world-class enablement (FAQs, playbooks, training materials, release notes/communications) that make complex capabilities simple and actionable for customers.
• Drive Voice-of-Customer programs (surveys, interviews, support signal intake), synthesize insights into themes, and manage action plans through closure.
• Partner with service/support teams to monitor issue trends, elevate incident communications, and continuously improve knowledge content and self-serve resources.
• Track and report experience and readiness KPIs (adoption, time-to-onboard, ticket drivers, satisfaction metrics where applicable), producing clear updates for senior stakeholders.
• Strengthen operational foundations through process documentation, controls, and governance artifacts that enable scale in a regulated environment.

Required qualifications, capabilities, and skills:

• Minimum 2 years in business operations, customer experience, product ops, change management, onboarding, or service delivery (financial services, fintech, or enterprise tech preferred).
• Bachelor's degree in Finance or equivalent discipline
• Strong program/project coordination skills—comfortable managing multiple workstreams, timelines, and dependencies.
• Excellent written and verbal communication; able to translate technical or complex topics into crisp, client-ready messaging.
• Data comfort: basic analysis, dashboards, KPI tracking, and turning metrics into decisions.

Preferred qualifications, capabilities, and skills:

• Experience supporting APAC rollouts and/or multi-stakeholder operating models across regions and functions.
• Familiarity with journey mapping, VOC programs, training/enablement delivery, and continuous improvement practices.
• Exposure to risk/compliance-aware operations in regulated environments (documentation, controls, governance).

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J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

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Kinexys is building the rails for how finance will work next—real-time, always-on, and seamlessly connected across platforms and participants. As an Associate in Business Operations (Customer Experience & Organizational Readiness), you’ll play a pivotal role in bringing clients on that journey: turning innovative capabilities into clear, confident customer adoption and scalable, repeatable operating motion. You’ll sit at the intersection of Product, Technology, Service, and Operations—helping clients onboard smoothly, understand what’s changing (and why it matters), and realize value faster. This is a high-impact role for someone who thrives on execution, storytelling, and building operational muscle in a fast-moving fintech environment.