AI Transformation Lead - Onboarding & Service Ops

JPMorgan Chase & Co.; Plano (TX); On-site; USD 140,000 - 170,000; Full time

Job summary

JPMorgan Chase & Co. in Plano, TX seeks an AI Opportunity Lead to identify and deliver AI-enabled improvements within Client Onboarding & Service Operations.

You will translate operational challenges into automation use cases and partner with cross-functional teams to implement scalable solutions across onboarding, servicing, and contact center journeys. The role emphasizes designing Human-in-the-Loop workflows, governance alignment, and data-driven KPIs, with responsibilities spanning pilot

Qualifications

• 4+ years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment.
• Experience working on transformation initiatives end-to-end, delivering business objectives through design (digital-led), systems implementation and operating model / process change
• Strong analytical and problem-solving skills with ability to break down complex processes
• Experience working on process improvement, automation, or digital transformation initiatives
• Strong functional understanding of client onboarding, servicing, and/or contact center operations.
• Proven ability to translate business problems into clear, measurable requirements and acceptance criteria.
• Experience interpreting offline evaluation results and online experiment outcomes to drive decisions.
• Excellent stakeholder management across Operations, Contact Center, Product, Data, Technology, Risk, and Compliance.
• Strong verbal, written communications and presentation skills – ability to articulate and tell a story

Responsibilities

• Lead interviews, call listening, and journey mapping across onboarding, servicing, and contact center channels (voice, chat, email, self-service).
• Scope problems, identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial impact.
• Translate business requirements into automation use cases (e.g., workflow automation, document generation, validation, AI-assisted processes) with measurable business outcomes, including cycle time, exception rates, containment, FCR, AHT, ASA, abandon rates, QA pass rates, and CSAT/NPS.
• Prioritize opportunities based on value, feasibility, risk, and client impact, defining success criteria and guardrails.
• Collaborate with Operations, Product, and Risk to ensure solutions address real workflow friction and partner with Risk, Compliance, and Model Governance to meet model risk controls and documentation requirements.
• Re-engineer processes to enable automation (simplification, standardization, elimination of non-value-add steps)
• Design Human-in-the-Loop workflows, reviewer guidelines, calibration routines, and QA sampling methods.
• Ensure auditability through decision logs, rationale summaries, and traceable inputs/outputs.
• Partner with Data and Technology teams to instrument dashboards linking AI features to business KPIs and risk indicators.
• Support pilot execution, rollout, and scaling of automation initiatives and track delivery milestones, dependencies, and risks
• Co-create training materials, playbooks, and quick reference guides for front-line teams and run pilots and structured feedback loops with Operations and Contact Center leaders.

Skills

Product ownership

Business analysis

Service design

Consulting

Operations

Tools

BI tools

SQL

Job description

JPMorgan Chase & Co. in Plano, TX seeks an AI Opportunity Lead to identify and deliver AI-enabled improvements within Client Onboarding & Service Operations.

You will translate operational challenges into automation use cases and partner with cross-functional teams to implement scalable solutions across onboarding, servicing, and contact center journeys. The role emphasizes designing Human-in-the-Loop workflows, governance alignment, and data-driven KPIs, with responsibilities spanning pilot