JP Morgan Chase

Runs a consumer bank and an investment bank

Change Management Lead - HR Data

Customer SuccessUpdated on Nov 11

Full-time$166.3k - $260kIn-person

About the Job

Requirements

At least 8 years of experience or equivalent expertise in customer success roles in product or technology.
Experience managing customer bases using technology applications and advising teams on best practices.
Proven ability to influence product adoption and retention across a diverse customer base.
Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale.
Demonstrated experience leading safe adoption of enterprise-authorized artificial intelligence capabilities within the work environment at firm scale, including validation practices, data sensitivity considerations, and measurable delivery outcomes.
Experience driving organizational change and managing stakeholders across multiple stakeholders.

Responsibilities

Develop and execute a comprehensive success strategy through proactive engagement, onboarding, product adoption, expansion, and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives.
Coach the team on account meeting best practices, including communications, retention, research, and expansion.
Build and own the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfaction (CSAT), and deliver these metrics to leadership.
Take a customer-first view that ties back to how the product impacts employees across the globe.

Desired Qualifications

Experience in Human Resources digital product.
Advanced knowledge of the product development life cycle, technical design, and data analytics.
Knowledge of customer consumption and renewal patterns.

Elevate the employee experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.

As a Change Management Lead - HR Data in Human Resources, you are one of the leaders driving impact on the HR Product team. You will oversee key initiatives in our employee product portfolio initiatives, drive success metrics, and manage the journey of the product’s adoption, expansion, and retention for some of our global employee population. As a leader in this space, you establish best practices and closely collaborate with a cross-functional team to deliver exceptional experiences.

Job responsibilities

Develops and executes a comprehensive success strategy through proactive engagement, onboarding, product adoption, expansion, and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives
Coaches the team on account meeting best practices including communications, retention, research, and expansion
Builds and owns the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfactions (CSAT), and delivers these metrics to leadership
Takes a customer-first view which ties back to how the product impacts our employees across the globe

Required qualifications, capabilities, and skills

8+ years of experience or equivalent expertise in customer success roles in product or technology
Experience managing customer bases with technology applications and advising teams on best practices
Proven ability to influence the adoption and retention of our products across a diverse customer base
Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale
Demonstrated experience leading safe adoption of enterprise-authorized AI capabilities within the work environment at firm scale, including validation practices, data sensitivity considerations, and measurable delivery outcomes
Experience driving change within organizations and managing stakeholders across multiple stakeholders

Preferred qualifications, capabilities, and skills

Experience in Human Resources digital product
Advanced knowledge of the product development life cycle, technical design, and data analytics
Knowledge of customer consumption and renewal patterns

Base Pay/Salary: New York, NY $166,250.00-$260,000.00; Jersey City, NJ $166,250.00-$260,000.00

About the Company

JP Morgan Chase

Runs a consumer bank and an investment bank

JPMorgan Chase runs the largest bank in the United States, which serves households and small businesses as Chase and large companies, governments, and investors as J.P. Morgan. During the 2008 financial crisis it bought the failing investment bank Bear Stearns and lender Washington Mutual, and in 2023 it took over First Republic Bank after regulators seized it. Chase takes deposits and earns interest on credit cards, mortgages, and car loans, while the investment side earns fees for advising on mergers, raising money for companies, trading stocks and bonds, and managing wealth. Formed in a 2000 merger, JPMorgan Chase traces its roots to 1799 and is based in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1799

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