Fraud Change Management Analyst | Process Improvement

JPMorganChase; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

JPMorgan Chase is seeking a Business Analyst in Change Management within Fraud Consumer Protection Services (FCPS) to lead process changes and drive improvements in performance, controls, and customer outcomes. You will conduct current-state discovery, design future-state workflows with clear roles and SLAs, and translate insights into actionable recommendations while partnering across FCPS teams.

You will leverage LLM/GenAI tools responsibly to accelerate analysis and documentation, validate

Qualifications

• Proven ability to analyze complex end-to-end processes, identify gaps and root causes, and translate findings into implementable improvements.
• Strong change management execution skills including change impact assessment, stakeholder management, and coordination across multiple teams.
• Demonstrated ability to prioritize effectively, act with urgency, and proactively escape to achieve results.
• Strong analytical and problem-solving skills with the ability to convert ambiguity into structured workplans, options, and recommendations.
• Strong interpersonal and communication skills with the ability to influence across levels and tailor messaging to the audience.
• BA/BS degree or equivalent work experience.

Responsibilities

• Maintain a constant focus on customer experience and the process flows that enable best-in-class service delivery
• Coordinate implementation of policies and strategic changes and ensure consistent execution across FCPS teams
• Lead current-state discovery through interviews, workshops, process mapping, and root-cause analysis
• Identify process breaks, bottlenecks, waste, and control gaps and translate them into actionable problem statements
• Design future-state processes with defined roles, handoffs, SLAs, exception handling, and embedded control points
• Assess change impacts across people, process, technology, and risk/controls and document implications and readiness needs
• Develop process improvement solutions that reduce risk, improve controls, and unlock efficiency and better outcomes
• Use LLM/GenAI tools responsibly to draft documentation, requirements/user stories, test scenarios, and stakeholder-ready summaries, validating outputs
• Manage delivery cadence by tracking risks and dependencies, escalating blockers early, and driving decisions to closure
• Present findings, options, and recommendations to senior leadership through clear written deliverables and verbal presentations

Skills

Process analysis

Change management

Stakeholder management

Root-cause analysis

Communication

Workflow design

Education

BA/BS degree or equivalent

Tools

LLM/GenAI tools

Job description

JPMorgan Chase is seeking a Business Analyst in Change Management within Fraud Consumer Protection Services (FCPS) to lead process changes and drive improvements in performance, controls, and customer outcomes. You will conduct current-state discovery, design future-state workflows with clear roles and SLAs, and translate insights into actionable recommendations while partnering across FCPS teams.

You will leverage LLM/GenAI tools responsibly to accelerate analysis and documentation, validate