Digital Operations Integration Lead

JPMorgan Chase • Columbus, OH

110d

About The Position

Join the team that is customer obsessed and works on holistic end to end customer journeys to drive operational efficiencies at scale within JPM Chase. As a Digital Operations Integration Leader within Consumer & Community Banking (CCB), you will play a pivotal role in driving the bank's digital operations transformation initiatives. You will lead initiatives that seamlessly integrate digital solutions with the CCB Operations Digital Champion team, reducing friction and enhancing customer experiences across omnichannel platforms. Your role requires a strategic thinker with a strong understanding of digital technologies, operations management, customer journeys and project leadership. You'll build strong partnerships and collaborate with various stakeholders such as products, lines of businesses, marketing, digital organizations to accomplish business outcomes. You will track and analyze key success metrics, providing insights that inform strategic decisions and promote data-driven decision-making. Additionally, you will be leveraging advanced AI, ML and Agentic capabilities so having exposure to those will be helpful.

Requirements

• Master's degree in Business Administration, or Bachelor's degree with relevant experience in operations transformation, digital or product management.
• 10+ years of experience in digital strategy, operations management, or related roles, preferably within the banking or financial services industry.
• Proven track record of leading digital transformation initiatives and managing cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make strategic decisions based on data insights.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Proficiency in project management methodologies (e.g., Agile, Scrum) and tools.
• Knowledge of digital technologies and trends, including cloud computing, data analytics, Artificial Intelligence, Machine learning, Agentic solutions and holistic end to end customer journeys.

Responsibilities

• Develop and implement comprehensive digital strategies that align with the bank's vision and objectives, focusing on enhancing customer experience, operational efficiency, and competitive advantage.
• Lead the design and implementation of holistic end-to-end customer journeys that prioritize operational goals, including the elimination of demand, improving self-service capabilities, and empowering specialists.
• Lead the integration of digital initiatives across departments, ensuring seamless operations and collaboration among various teams and identify synergies and opportunities for process improvements.
• Leverage data analytics to drive decision-making and optimize customer journeys ensuring the team is well-versed in understanding data insights and analytics outputs to enhance operational effectiveness.
• Oversee the planning, execution, and delivery of digital projects ensuring projects are completed on time, within scope, and aligned with strategic goals.
• Collaborate with senior leadership, business units, and technology teams to ensure alignment on digital strategy and operations.
• Establish key performance indicators (KPIs) and metrics to evaluate the success of digital initiatives.
• Lead change management efforts related to digital transformation initiatives.
• Develop communication plans and training programs to support staff in adapting to new technologies and processes.
• Stay abreast of industry trends, emerging technologies, and competitive landscape to identify opportunities for innovation and enhancement of digital services.
• Mentor and develop a high-performing team, fostering a culture of collaboration, inclusion, and continuous learning.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: Master's degree