Job description
Customer Experience Associate (all genders)
Company Overview
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.
Job Summary
Are you ready to make a meaningful impact in the future of banking? Advocate for customers across Germany by leveraging your customer experience skills, analyzing key metrics, and collaborating across one of the world’s most innovative financial organizations. As a CX Associate in the Germany Market Team, you will help identify opportunities to improve the lives of customers while delivering for the business.
Key Responsibilities
- Supports the Customer Experience Lead in identifying opportunities that reflect the needs of our customers and the German market through data analysis, competitor review, and customer research
- Works alongside Design, Content, and User Research teams to contribute to emerging propositions, journeys, and service improvements for Germany
- Monitors, tracks, and synthesizes metrics from across the business to surface opportunities and support business cases (e.g., funnel performance, service KPIs, customer satisfaction indicators)
- Collaborates with stakeholders and product partners to help embed customer-centric decision-making and contribute to experience-led metrics and reporting for Germany
- Partners with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to support delivery of end-to-end service experiences across channels and touchpoints in the German market
- Helps ensure propositions and experiences consider local market needs and regulatory requirements (in partnership with Risk & Compliance and Legal)
Requirements / Qualifications
- 1+ years of experience (or equivalent expertise) in a user experience, service design, product, or customer experience role
- Working knowledge of the product development life cycle
- Experience collaborating with stakeholders and building effective working relationships
- Foundational data literacy, with interest/ability to develop analytics skills (e.g., using dashboards, defining and interpreting KPIs)
- Ability to operate effectively in a local market context; German language proficiency (or willingness to develop) depending on role requirement
Preferred Qualifications
- Experience working in cross-functional teams on digital products or service experiences
- Familiarity with customer research methods and translating insights into actions (with guidance)
- Experience supporting creation of business cases, problem statements, or benefit sizing
- Exposure to financial services and/or regulated environments (helpful, not required)
- Understanding of Germany-specific CX considerations (e.g., local customer expectations, accessibility, privacy-by-design)
Location
Markgrafenstr. 19a, Berlin, 10969, DE
Employment Type
Full Time
Equal Opportunity Statement
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.
