Voice Product Associate

Job Description

Be a leader driving customer service improvements and Interactive Voice Response (IVR) experience transformation!

As a product team member, your analysis, problem-solving and product execution work will help contribute to vision, solutions roadmap and improved outcomes impacting a half billion users. Along the way, youll develop a deep, end-to-end understanding of the business and find a fun, inclusive team culture that welcomes diverse ideas and supports your individual growth and career mobility.

As a Product Analyst in the Interactive Voice Response (IVR) product area of Customer Channel: Voice, you will work with business and product stakeholders to analyze problems, discover, plan, and deliver improved solutions used by customers and employees. The IVR product integrates with other systems, using data, AI and UXC designs to enable personalized service experiences. You will work with agile scrum teams, lines of business, data & analytics community, design and other partners, optimizing the product and solving complex problems. Your daily contributions will reveal data-informed problems and solutions, create requirements, manage the product backlog and contribute directly to the outcomes driving objectives-key results success.

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

Job responsibilities

Develop business operations and process knowledge to understand customer and employee needs and handling in contact centers

Work with data and collaborate with Analytics partners to understand solutions performance and user behaviors to identify improvements

Collaborate with business, analytics and partners on problem assessments, business cases, solution designs, and outcome assessments

Create requirements and acceptance criteria in agile epics/stories, collaborating with the business, partners and scum teams through implementation

Delivery execution of product intake, backlog management and hygiene, sprint planning, agile scrum participation, operational readiness engagement, and incident/issue support

Create product analysis artifacts and support documentation such as call flows, design documents, and process aides

Required qualifications, capabilities, and skills

2 years of experience in product management

Demonstrated experience working with data to understand performance insights

Demonstrated experience with process/product improvement to drive improved outcomes

Knowledge of the agile product development cycle

Proven ability to lead product life cycle activities including discovery, requirements / acceptance criteria definition, and outcome assessment

Ability to communicate to a wide range of stakeholders and levels of leadership

Preferred qualifications, capabilities, and skills

Experience with SQL, Alteryx and visualization tools

Contact Center knowledge or IVR product experience desirable

Experience withJIRA, Excel, PowerPoint, Visio

Chase is a leading financial services firm, helping nearly half of Americas 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, discretionary incentive compensation which may be 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