CX Operations Lead- Nutmeg- Vice President

JPMorganChase; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading financial services company is seeking a CX Operations Lead to enhance customer experience through effective design and operations. This role involves collaboration with various teams to produce customer-led products, ensuring quality and efficiency in CX operations. Ideal candidates will have strong leadership skills and a passion for customer-centric design.

Qualifications

• Minimum 4 years of experience in design or CX operations leadership.
• Experience establishing standards and processes to improve cross-functional work.

Responsibilities

• Lead operational processes to maximize customer-centric design impact.
• Manage design operations, resolving questions and issues efficiently.
• Facilitate progress toward goals and establish clear next steps.

Skills

Communication

Stakeholder Management

Project Management

Customer-Centric Design

Tools

Atlassian Tools

Job description

CX Operations Lead - Nutmeg - Vice President

Join to apply for the CX Operations Lead - Nutmeg - Vice President role at JPMorgan Chase.

Job Overview

Nutmeg is the UK’s largest truly digital wealth manager, offering clarity and transparency to both seasoned and first-time investors as they seek to achieve their financial goals. Nutmeg now manages over £7bn on behalf of over 250,000 clients, providing an easy-to-use, adaptable investment service combined with market-leading human advice. As a J.P. Morgan company, Nutmeg offers investments and digital wealth management services directly to consumers, complementing Chase’s digital banking in the UK.

Role Summary

Customer experience (CX) and customer focus are vital to our success. Our CX team is expanding, and we are seeking a CX Operations Lead to enhance our design, content, and research activities. You will collaborate with UX designers, writers, researchers, product managers, and engineers to produce customer-led products and services. This role requires a deep understanding of product design processes, tools, content, and toolkits, with a focus on improving efficiency, consistency, and quality in CX operations.

Key Responsibilities

1. Lead operational processes to maximize customer-centric design impact.
2. Manage design operations, resolving questions, issues, and business problems efficiently.
3. Stakeholder management and proactive resolution of quality issues.
4. Create and implement processes to support the growth of the design team.
5. Facilitate progress toward goals, establish clear next steps, and resolve impediments.
6. Ensure effective communication across disciplines within the business.
7. Assess risks proactively, flag issues, and resolve them early.
8. Assist in hiring and onboarding new design team members.
9. Manage software tools and administrative tasks for the CX team.
10. Support logistics and planning for content events such as webinars and shoots.
11. Advocate for the customer and promote customer-centric design organization-wide.

Qualifications & Skills

1. Minimum 4 years of experience in design or CX operations leadership, digital production, or supporting design teams.
2. Excellent communication and stakeholder management skills.
3. Ability to oversee design planning and delivery across the organization.
4. Experience establishing standards and processes to improve cross-functional work.
5. Strong understanding of multidisciplinary design processes, systems, and tools.
6. Passion for creating customer-centric designs.
7. Effective project management skills.
8. Ability to thrive in fast-paced, collaborative, cross-functional environments.
9. Experience working with senior stakeholders.
10. Skill in synthesizing complex and interdependent needs.
11. Experience with Atlassian tools (Jira & Confluence) is desirable.

About Us

J.P. Morgan is a global leader in financial services, committed to building trusted, long-term partnerships. We value diversity and inclusion, providing equal opportunities and accommodations for all employees and applicants.

The Team

Our Digital team creates innovative products and experiences to help customers manage their financial data securely and conveniently. We focus on security, customer control, privacy, and innovation.