Sr Product Associate

Job Description

As a Senior Product Associate in the Interactive Voice Response (IVR) product area of Customer Channel: Voice, you will have the opportunity to contribute to product innovation and service transformation initiatives (Deposit 2.0).

This role will work cross-functionally, collaborating with business, architecture, technology and partners to drive product and business outcomes.

As a product team member, you will contribute to product vision, service journey improvements and deliver innovative, transformative solutions.

This is a unique opportunity to build end-to-end understanding of the business, product, data and technology in an inclusive team culture that welcomes diverse ideas while growing your career.

This position will require work from office 50-60% on a set schedule.

Responsibilities


* Develop deep knowledge of business operations, workflow processes and Interactive Voice Response (IVR)


* Engage in discovery of customer service journeys to identify Voice-IVR product impacts and transformation opportunities enabled by Deposit 2.0


* Create functional/non-functional/data requirements and acceptance criteria in agile epics/stories, collaborating with the business, cross-functional partners and scum teams


* Contribute to product planning, backlog management and hygiene, delivery in agile scrum, operational readiness engagement, release validation and incident/issue support


* Use data and analysis to understand opportunities for iterative design optimization, AI integration and automation, driving data-informed recommendations for product roadmap

Required qualifications, capabilities, and skills


* 3+ years of experience in product management or a relevant domain area


* Demonstrated experience with business and data analysis, process improvement


* Experience in agile product delivery


* Proven ability to lead product life cycle activities including discovery, requirements / acceptance.

criteria definition, and outcome assessment


* Ability to communicate to a range of stakeholders and varying levels of program management, business and product leadership

Preferred qualifications, capabilities, and skills


* Contact Center knowledge or IVR product experience desirable


* Process engineering and improvement skills


* Experience with SQL, Alteryx and visualization tools a plus


* Tools: JIRA, Excel, PowerPoint, Visio, Lucidspark

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 locati...