Sr Product Associate

JPMorgan Chase Bank; Bengaluru; Remote; INR 1,500,000 - 2,300,000; Full time

Job summary

JPMorganChase's International Consumer Bank is seeking a Senior Product Associate to drive the voice chat and customer service platform across the UK, Germany and other European markets. You will translate customer problems into requirements, partner with engineering, design and operations, and guide features from discovery through launch with a focus on scalability and reliability.

The role requires agile delivery, strong stakeholder communication and a bias for measurable outcomes in a complex

Qualifications

• Experience planning, prioritizing and maintaining product backlogs.
• Ability to assess value, develop cases, and prioritize stories to maximize value.
• Strong understanding of Agile principles, processes and practices.
• Experience with hypothesis-driven development and product analytics.
• Clear communication of design, architecture and roadmap to diverse audiences.
• Sound judgement on regulatory, risk and control requirements in financial services.
• Understanding of process mapping and customer journey mapping.
• Experience with CaaS products and Operations or Customer Service.
• Knowledge of Amazon Connect and its tools.
• Exposure to Salesforce or comparable CRM platforms.
• Experience delivering across multiple European markets.

Responsibilities

• Own defined voice and chat journeys end-to-end, contributing to roadmap objectives.
• Deliver product areas meeting stakeholder acceptance criteria.
• Translate problems into PRDs, epics and INVEST stories with clear acceptance criteria.
• Partner with the Tech Lead and Solution Architects on product and technical requirements across Amazon Connect, AWS, and Salesforce.
• Create testing and implementation plans, and support release readiness.
• Ensure regulatory, risk and control requirements across UK and EU regimes are met.
• Define baselines and track outcomes against platform metrics such as FCR, AHT, CSAT and NPS.
• Represent Product in availability and resilience reviews, translating findings into backlog items.
• Be hands-on, detail-oriented and outcome-focused, as well as a strong team player.
• Demonstrate experience delivering and scaling customer service operations technology products.
• Have experience in a complex software environment with Agile/Scrum development.

Skills

Product backlog management

Value assessment & prioritization

Agile / Scrum

Hypothesis-driven development

Product analytics

Stakeholder communication

Regulatory risk & control

Process mapping

CaaS / Operations or CS

Amazon Connect knowledge

Salesforce CRM exposure

European market delivery

Job description

Our team is at the heart of building and improving the servicing technology that supports every aspect of the Chase offering, including new market expansion. We are looking for solution-oriented, commercially minded, customer-focused product talent, used to working in an agile environment, who want to be part of building an exceptional user experience within a diverse and inclusive team.

As a Senior Product Associate at JPMorganChase within the International Consumer Bank, you are an integral part of the team that innovates new product offerings and supports the end-to-end product life cycle. You act as the voice of the customer, turning customer and operational problems into requirements that deliver measurable value. Partnering closely with engineering, design, operations and control colleagues, you help guide features from discovery through launch, gather feedback, and ensure a top-tier client experience - with a strong commitment to scalability, resiliency and stability.

You will help lead the development, testing, implementation and maintenance of our Voice Chat platform (Amazon Connect) to enable delivery of an industry-leading customer service experience across the UK and Germany, scaling to other European markets.

Job responsibilities

• Contribute to the roadmap and objectives for our customer service operations technology platform, owning defined voice and chat journeys end-to-end
• Take responsibility for the successful delivery of your product areas, ensuring they meet the acceptance criteria of your stakeholders
• Translate customer and agent problems into PRDs, epics and INVEST user stories with clear, testable acceptance criteria
• Partner with the Tech Lead and Solution Architects to ensure alignment and feasibility of product, technical vision and requirements across Amazon Connect, AWS services and Salesforce
• Create testing and implementation plans, and support release readiness and post-launch validation
• Ensure the product meets all legal, regulatory, risk and control requirements across UK and EU regimes
• Define baselines and track outcomes against platform metrics such as FCR, AHT, CSAT and NPS
• Represent Product in availability, incident and resilience reviews, converting findings into prioritised backlog items
• Be hands-on, detail-oriented and outcome-focused, as well as a strong team player
• Demonstrate experience delivering and scaling customer service operations technology products
• Have experience in a complex software environment with Agile/Scrum development

Required qualifications, capabilities and skills

• Show strong experience with planning, prioritizing and maintaining product backlogs
• Demonstrate strong experience assessing value, developing cases, and prioritizing stories, epics and themes so that work focuses on maximum value and aligns with product strategy
• Possess strong working knowledge of Agile principles, processes and best practices
• Exhibit experience with hypothesis-driven development, product experimentation and product analytics
• Communicate strongly and feel comfortable explaining design, architecture and roadmap to a wide range of audiences from both technology and business backgrounds
• Demonstrate sound judgement on regulatory, risk and control requirements within financial services
• Good understanding of process mapping and customer journey mapping
• Experience with CaaS products and Operations or Customer Service
• Knowledge of Amazon Connect and its out-of-the-box functionality and tools
• Exposure to Salesforce or comparable CRM platforms
• Experience delivering across multiple European markets

Preferred qualifications, capabilities and skills

• Awareness of conversational AI or AI features around this domain