JPMorgan Chase Design Program Manager - Payments in Plano, Texas

About Chase

Chase is the U.S. consumer and commercial banking business of JP Morgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.4 trillion and operations worldwide. Chase serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, home financing, auto financing, investment solutions, small business loans and payment processing. Customers can choose how and where they want to bank: 5,200 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to Chase.com.

About Digital Consumer Experience (DCE)

The JP Morgan Chase Digital Customer Experience (DCE) team is responsible for creating a simple, cohesive, indispensable, personalized digital experience for our over 70 million customers. We work across every possible channel; from our rich web application to our increasingly popular mobile applications; to state-of-the-art ATMs; to voice or chatbot virtual assistant experiences. Our multi-disciplinary creative team partners directly with diverse Lines of Businesses (LOBs) and Technology groups to innovate and launch digital financial products and services. JPMC has established itself as a digital leader amongst large financial institutions. We are underway with the next chapter in our journey to establish JPMC as the undisputed leader for financial digital experiences in the lives of at least one out of every two households in North America.

About the Role:

DCE is part of the JPMC strategic corporate mandate to innovate towards a digital future that supports the financial health and well-being of our many different types of customers. This role is an essential part of the Digital Customer Experience (DCE) leadership team and will partner closely with the lead Digital Product Managers and CTOs for one or more lines of business.

We are looking for a Plano-based Design Program Manager Lead who is passionate about the field of user experience, has developed and managed large-scale programs, managed teams and individual contributors, and has exceptional communication skills. Our Design Program Managers are an integral part of the design organization and have a big impact on the work we do.

We’re looking for someone who can flex from being strategic to tactical, and from being creative to pragmatic and analytical. To join our team, you will need to have a strong background in design program management for digital product and service experiences. You have a broad set of skills in program management, but you have a passion and depth in specific areas of practice that sets you apart. You have a keen appreciation for the power of strategic design and an “anything’s possible” mindset.

You are capable of managing the full design process from framing/reframing problems, to guiding conceptual solutions, and to helping deliver experiences that benefit our customers and the business.

What You’ll Bring :

  • Leadership with 12+ years management experience

  • Experience managing distributed, cross-functional teams and stakeholders across highly matrixed organizations

  • Excellent business operations, project and program planning, prioritizing, scheduling, budgeting and tracking skills

  • Business continuity planning

  • Proven ability to rationalize disparate concepts into coherent plans

Responsibilities:

  • Lead a team of Design Program Managers and create healthy partnerships with our Development, Product Management and Marketing partners

  • Help to define and operationalize our organization’s Playbook and best practices for end-to-end experience oversight

  • Partner with Design Leaders to coordinate and prioritize initiatives, intake and backlog, and resource planning/allocation

  • Ensure that programs, projects and work streams are well-managed and fit into a broader set of strategic initiatives

  • Identify and monitor critical project stages across phases, taking into account strategy, business goals, measurement, and customer needs, to design and deliver best-in-class customer experiences across multiple platforms

  • Ensure interdependencies are understood and planned for effectively

  • Identify broad org needs and implement improvements for tools, documentation, asset management, and communications

  • Measure outcomes, identify areas for improvement, and implement process enhancements

  • Be an advocate for design teams and goals while building trusted relationships

  • Understand external impacts on business rules (regulatory, ADA, competition, etc.)

  • Practice continuous assessment to identify and solve for gaps in roles, program plan and roadmaps

Qualifications:

  • Master’s degree or equivalent experience

  • 12+ years of project/program management

  • Deep experience working with creative/design teams, understanding how to integrate process with design activities

  • Experience with Agile development and methodologies

  • Thorough understanding of creative development processes and customer-centered design

  • Ability to understand complex programs, scope and prioritize projects, define schedules, and work independently

  • Excellent written and verbal communication skills, including the ability to effectively present complex and/or sensitive information

  • Proven ability to collaborate cross-functionally and influence outcomes

  • Experience thriving in a fast-paced, collaborative, cross-disciplinary and geographically dispersed environment

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.