Employee Success Senior Associate

JPMorgan Chase & Co.•Jersey City, NJ

7d•$91,200 - $132,000

About The Position

As a Customer Success Associate in the Employee Experience Change team, you help bring the voice of the customer, curiosity, strategic thinking, cross-organizational connections and change expertise to the work. The team collaborates with partners across Function, Product, Marketing and Communications to bring functional strategies and product experiences to life through fit-for-purpose solutions that deliver value for employees and the firm. The team creates and maintains relationships and forums that champion the voice of customers, inform functional strategies and deepen understanding of the product experience. It uses these insights to recommend go-to-market and change strategies that drive adoption and lasting behavior change. The role focuses across Performance and Learning product areas. You will partner with operations teams, Learning product partners and functional stakeholders to understand employee needs, anticipate change impacts and support connected experiences. As a change partner, you will help teams navigate change and develop and own employee-first change plans. You will lead well-defined, scoped initiatives, provide practical guidance on partner-owned plans and support execution of larger global initiatives.

Requirements

At least 3 years of experience or equivalent expertise in change management or a relevant domain, such as change delivery, product adoption, or employee learning and development.
Strong verbal and written communication skills to engage partners and translate product changes into clear, practical communications and enablement materials.
Comfort using technology and willingness to learn new technological skills, programs and tools.
Demonstrated analytical skills and critical thinking, with curiosity to understand employee needs, connect insights across teams and recommend practical improvements.

Nice To Haves

Prosci Certified or General Change Management Certified.

Responsibilities

Lead end-to-end change delivery for well-defined, scoped initiatives and support HR product launch and adoption activities for Performance and Learning products and services.
Build and maintain partner relationships and support forums that surface employee needs and feedback, deepen understanding of the product experience, and inform functional strategies and go-to-market and change strategy recommendations.
Track and analyze key metrics and employee feedback to assess adoption, employee experience and progress toward intended behavior changes, and share insights to inform improvements.
Provide hands-on input and practical guidance to Product, Function, Marketing and Communications partners, escalating strategic questions and higher-complexity decisions to senior change leads.
Support execution and coordination for large, global initiatives, including building and managing project plans and change calendars; coordinating stakeholder sessions; drafting communications and toolkits; capturing change impacts and dependencies; supporting training logistics; and building and maintaining change assets such as stakeholder maps, basic impact assessments, communications plans, readiness checklists and FAQs.
Identify recurring questions, employee pain points and risks, and propose improvements to content, engagement and enablement materials.

Benefits

Competitive total rewards package, with base salary determined by role, experience, skill set and location.
Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
Comprehensive health care coverage.
On-site health and wellness centers.
Retirement savings plan.
Backup childcare.
Tuition reimbursement.
Mental health support.
Financial coaching.
Reasonable accommodations for religious practices and beliefs, and mental health or physical disability needs.