Product Solution Feedback Director

JPMorgan Chase & Co. • Jersey City, NJ

2d

About The Position

We're establishing a strategic capability to synthesize employee feedback across products (Tech, HR, Employee Experience) into a single source of truth. This role is critical to enabling faster product decisions, reducing survey fatigue, and demonstrating to employees that we listen and act on their input. As a Product Solutions Director in Employee Success, you are an expert in building and operating an Enterprise Feedback Operating System—a unified, data-driven listening system consolidating 10+ feedback sources into actionable insights for 350K+ global employees. Transform feedback from fragmented and reactive to strategic and proactive.

Requirements

• 8+ years of experience or equivalent expertise leading and developing solutions across multiple teams and a cluster of products, data analytics, customer success, or operations
• Strategic thinking: ability to set vision and establish governance
• Data fluency: comfortable with dashboards, SQL, data platforms (Snowflake, Power BI, Tableau)
• Stakeholder management and executive communication; Cross-functional collaborator: comfortable working across matrix teams
• Familiarity with enterprise feedback/VOC (Voice of Customer) programs
• Understanding of product management and how products iterate
• Basic knowledge of AI/ML capabilities (sentiment analysis, NLP, classification)
• Demonstrable experience structuring and handling complex solutions for business problems to meet clients’ needs
• Strong synthesis skills: distill insights from thousands of data points
• Detail-oriented: establish clear RACI, processes, and governance
• Change agent: drive cultural shift from reactive to data-driven decision-making

Nice To Haves

• HR technology or employee experience product background is a plus
• Experience scaling programs from pilot to enterprise (350K+ users)
• Exposure to Jobs to be Done (Clayton Christensen) framework
• Prior work in AI/ML analytics projects
• Knowledge of Qualtrics, ServiceNow, Snowflake, or Azure AI
• Enterprise organization experience

Responsibilities

• Advise Product Solutions teams on adopting new and existing client-facing products, crafting complex solutions, and assessing risk to enhance the customer experience.
• Leverage deep knowledge of multiple products and capabilities to manage strategic development of end-to-end product solution strategies and processes.
• Manage the collection of client feedback and oversee its delivery to Product teams, ensuring unified feedback standards across 10+ channels (surveys, support tickets, telemetry, etc.).
• Create and maintain a Jobs to be Done (JTBD) taxonomy, organizing feedback by 8 core employee job categories.
• Define intake governance, approval workflows, and listening strategies for feedback management.
• Consolidate feedback from Qualtrics, ServiceNow, JPMC Assistant, product telemetry, and other sources.
• Synthesize data using AI/ML techniques such as sentiment analysis, auto-categorization, theme detection, and anomaly detection.
• Generate weekly insights dashboards and monthly executive transparency reports, maintaining 90%+ data quality through validation and governance.
• Identify and prioritize issues using impact, effort, and volume frameworks; partner with product teams to translate insights into actionable roadmap items.
• Track outcomes and measure business impact (e.g., CSAT improvement, adoption lift), manage closed-loop "You Spoke, We Listened" communication programs, and lead monthly Feedback Council prioritization meetings.
• Report to executives on CSAT trends, emerging issues, and action progress; engage product owners on insights, facilitate decision-making, and partner cross-functionally with UX Research, Data, Communications, and Product teams.

Benefits

• comprehensive health care coverage
• on-site health and wellness centers
• a retirement savings plan
• backup childcare
• tuition reimbursement
• mental health support
• financial coaching

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed