Director, Client Experience Product – Merchant Services

JP Morgan Chase; Jersey City (NJ); On-site; USD 180,000 - 240,000; Full time

Job summary

JP Morgan Chase in Jersey City seeks a Product Director, Client Experience in Merchant Services. You will define and deliver an end-to-end client experience vision, creating a high-quality self-service digital home for merchants supporting onboarding, access, and business health visibility.

Collaborate across teams to standardize experiences, reduce workflow friction, and grow self-service adoption through data-informed iterations, improving client satisfaction and lowering support dependency.

Qualifications

• 8+ years of experience delivering products, projects, or technology applications.
• Extensive knowledge of the product development life cycle, technical design, and data analytics.
• Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management.
• Experience driving change within organizations and managing stakeholders across multiple functions.
• Recognized thought leader within a related field.

Responsibilities

• Oversees the product roadmap, vision, development, execution, risk management, and business growth targets.
• Leads the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth.
• Coaches and mentors the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives.
• Owns product performance and is accountable for investing in enhancements to achieve business objectives.
• Monitors market trends, conducts competitive analysis, and identifies opportunities for product differentiation.

Skills

8+ years experience

Product development life cycle

Data analytics

Stakeholder management

Cross-functional collaboration

Job description

JP Morgan Chase in Jersey City seeks a Product Director, Client Experience in Merchant Services. You will define and deliver an end-to-end client experience vision, creating a high-quality self-service digital home for merchants supporting onboarding, access, and business health visibility.

Collaborate across teams to standardize experiences, reduce workflow friction, and grow self-service adoption through data-informed iterations, improving client satisfaction and lowering support dependency.