Merchant Services-VP, Client Journey Lead at JPMorgan Chase Bank, N.A. (New York, NY)

JP Morgan Merchant Services is investing in a global leadership position in the rapidly evolving payments landscape with an aggressive transformation agenda. This multi-year, firm-wide strategy will build customer-centric payments solutions for business clients. It’s a unique opportunity to build a modern product suite on a cloud-based, big data platform at an enterprise scale. In addition, the agile operating model will co-locate product owners, designers, and engineers to rapidly bring-to-market new product features. As a result, this transformation team will leverage the power of the firm to help clients expand globally with speed, efficiency, and innovation.

Position Summary

To help drive the transformation, JP Morgan Merchant Services is seeking a uniquely talented, client focused product professional. This creative visionary will be joining the Client Journey Team to transform the journey between our clients and their customers while accepting payments across the globe.

This candidate will obsess over the client experience using their expertise in understanding client and market needs, emerging technologies and payment trends to shape our target client experiences. The ideal candidate comes from a product strategy or product management background with a strong tendencies towards human centric design. The candidate must have a deep understanding of the payments industry, the client value chain and be able to translate feedback and insights into product strategy and vision. Finally, the ideal candidate is a highly-organized and self-motivated team player who designs customer-obsessed products and experiences, flexibly adapts to internal & market forces, and has superior influencing / relationship management skills.

This position will succeed by delivering product strategies and target client experiences that allow JP Morgan to provide best in class payment solutions that meet the needs of target markets, drive deeper payment adoption across the firms’ clients and improve the payment experience between the client and their customers.


Empathize with clients through interviews and feedback to create compelling payment experiences

Be a thought leader in the payment space and help drive product strategy

Qualify client requirements and translate into feature requirements

Perform human centric research to understand how clients experience the payments value chain including facilitating client journey workshops and the creation of journey maps

Create target client experience designs for the clients journey across the payment lifecycle

Dive into international market requirements and translate into applicable impact or feature requirements

Create impactful presentations and artifacts to articulate ideas and strategies

Collaborate with the product owners to help define the high level requirements

Stay abreast of payment industry trends and competitive insights

Develop client and user personas as needed


8-10 years of experience in payments or related industry

8-10 years of experience in a product strategy or management role

Has a deep understanding of the payments industry, the merchant value chain, industry trends and emerging technologies (i.e. API’s, SDKs, plugins, etc.)

Proven track record of understanding client and market needs and taking a human centered approach to product/experience design

Proven experience delivering in an Agile and product centric environment

Strong ability to analyze opportunities & problems, recommend solutions, and communicate effectively & confidently (both verbal and written)

Strong ability to create compelling presentations with a proficiency in PowerPoint

Strong executive presence; comfortable interacting with and presenting to all levels of management

Proven history of indirectly leading cross functional teams across product, operations and technology

Is a self-starter and can both work independently and productively work in a matrixed organization

Positive, team-oriented attitude and with an ability to inspire those around them

Strong creativity, empathy, passion, and problem-solving ability.

Bachelor’s degree required;

Travel requirement: approximately up to 25% (conditions permitting)JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans

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Company: JPMorgan Chase Bank, N.A.