US Private Bank - Employee & Client Experience - Program Manager - Associate

Job Summary

The Program Manager will aggregate and analyze feedback from multiple listening posts, including Tell Us, client complaints, and survey programs, to identify trends, root causes, and emerging pain points. This role is primarily focused on internal feedback channels, including daily triage, escalation management, and thematic analysis. The Program Manager will work closely with senior leaders and cross-functional partners to translate insights into clear priorities and guide alignment on improvement actions.

Job Responsibilities

• Manage end-to-end internal feedback processes, including triage, escalation, and coordination with subject matter experts.
• Analyze feedback data to identify trends, root causes, and systemic pain points across employee and client journeys into a clear narrative with recommended actions.
• Synthesize insights into clear, actionable priorities and present to senior leadership and stakeholders.
• Partner with cross-functional teams (business, product, technology, service) to align on ownership and prioritization of improvements.
• Influence roadmaps and decision-making through data-driven recommendations.
• Develop and deliver reporting (weekly, quarterly, ad hoc) to provide transparency into key themes, trends, and progress.
• Connect insights across multiple listening posts to ensure a holistic view of the experience.

Required Qualifications, Capabilities, And Skills

• Strong analytical and problem-solving skills with ability to synthesize large data sets into clear insights.
• Proven ability to influence without direct authority and guide alignment across diverse stakeholders.
• Passion for improving employee and client experiences through insight-driven change and for fixing broken processes.
• Excellent written and verbal communication skills, including executive-level presentations.
• A high attention to detail and strong organizational skills.
• A collaborative, team-oriented mindset with the ability to operate across functions.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

About The Team

J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.