Servicing Communication Lead

JPMorgan Chase & Co. • Elgin, IL

9h

About The Position

As a Servicing Communications Leader, you will lead the planning, rollout, and
success tracking of the new Self Service capabilities. You will partner with
Product, Technology, Servicing, Legal, Risk, and users of the tool to set
timelines, confirm readiness, and keep launches moving smoothly. Using existing
analytics, you will monitor key measures like adoption, usage, task completion,
containment/deflection, and call driver reduction, then turn those findings into
clear actions that improve outcomes. You will run small pilots, gather feedback
from customers and colleagues, spot gaps or blockers, and drive quick fixes to
keep momentum. You will work independently with minimal direction, move fast,
and manage multiple initiatives at once. You will also create executive‑ready
PowerPoint presentations that tell compelling “customer stories,” highlight
progress, and explain next steps so leaders and partners stay aligned as Self
Service grows.

Chase is a leading financial services firm, helping nearly half of America’s
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.

Our Consumer & Community Banking division serves our Chase customers through a
range of financial services, including personal banking, credit cards,
mortgages, auto financing, investment advice, small business loans and payment
processing. We’re proud to lead the U.S. in credit card sales and deposit growth
and have the most-used digital solutions – all while ranking first in customer
satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet
clients’ needs globally. Developing and using the latest technology, teams work
to deliver industry-leading capabilities to our clients and customers, making it
easy and convenient to do business with the firm. Teams also drive growth by
refining technology-driven customer and client experiences that put users first,
providing an unparalleled experience.

Requirements

• PowerPoint storytelling: build executive‑ready decks that weave data into clear narratives (customer story, insights, actions, impact).
• Strong communicator and presenter; crisp updates for leadership and partners.
• Experience leading cross‑functional product or CX launches.
• Data‑driven: comfortable reading metrics and building basic dashboards
• Organized project manager who moves fast and sets priorities.
• Skilled at partnering with Product, Tech, Servicing, Legal, and Risk.
• Familiar with contact center metrics (adoption, containment, call drivers)

Responsibilities

• Own end‑to‑end launch plans, milestones, go/no‑go criteria, cutover/backout, and post‑launch stabilization.
• Define success metrics upfront and ensure customer‑safe, compliant releases.
• Align timelines and readiness with Product, Tech, Servicing, Legal, Risk
• Keep launches on track and clear roadblocks quickly
• Track adoption, usage, task completion, deflection, and call drivers.
• Turn data into actions that boost self service and reduce call
• Run small pilots, gather feedback, and ship quick fixes
• Create clear, executive‑ready PowerPoint updates with customer stories
• Juggle multiple workstreams and work independently
• Present to senior leaders and influence outcomes

Benefits

• We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.
• We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.

What This Job Offers

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