MD & Head of Chase Digital Assistance & Search Platform, Digital Tech
The Consumer and Community Banking Business is the retail consumer facing business of JPMorgan Chase and is known more commonly as Chase. The Chase Consumer & Community Banking serves more than 60 million U.S. households and 4 million small businesses with a broad range of financial services, including banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. The Digital Technology organization is a part of the CCB Technology organization. Digital Technology leads all aspects of technology delivery for our mobile and online customers. As the “front door” to many of the firm’s offerings through Chase.com and the Chase mobile app, the team is focused on building products, features, and services quickly, predictably and with quality. We are undertaking digital transformation agenda, which builds on the success of the current mobile and online service offerings; investing in innovative ways to deepen customer engagement and profitability with digital channels. The goal is to position Chase as the undisputed leaders in digital services to enable highly personalized delivery and real time experiences that clients increasingly expect. Across CCB Technology we have a multi-year investment plan to modernize our technology platforms and engineering practice to accelerate the pace of innovation of our banking platforms. The CCB Business has massive scale with a physical footprint over 5000 branches and 16,000 ATMS. The Digital channel has over 60mm and with over 1B logins per month. The retail business alone has 72 million debit card customers and processes over 230mm Quick Pay transactions and 290mm Bill Pay transactions annually. The Contact Center channel services over 650mm calls annually. Over 1300 applications and 13,000 technology engineers work directly in support of this business. Our Strategy is to enable Speed at Scale for our businesses to accelerate the delivery of first-class products to our customers. We will achieve this through adoption of a new Banking Architecture, a Product based operating model built around Agile and DevOps practices and our Hybrid Cloud strategy. Chase Digital Assistance and Search which aims to be the “first line of defense” as customers enter journeys through voice or messaging – providing digital assistance where possible and intelligently routing issues or requests to the right representative where appropriate. Using Conversational AI this product focuses on building end-to end customers experiences enabled through complex conversational interactions. This product also includes the development of our universal search capabilities which allows a customer to easily discover transactions, FAQs, web pages, marketing materials, insights, offers, and digital features.
As the technology partner for this product group the role is responsible for the end-to-end strategy and delivery of all technology needs focusing on the quality, scalability of our software solutions. This includes leading a global team of software engineers focused on full stack development of web, mobile, middleware, ML/AI and data layers.
Job Responsibilities:
- Build and continuously improve the engagement platforms for customer experiences that will differentiate Chase from other financial institutions.
- Facilitate technical direction and decision making by ensuring engagement across architecture, the product teams, and other impacted systems.
- Lead effective prioritization of work to meet product deliverables, while maintaining focus on stability and scalability.
- Partner with Product Leads and General Managers to balance delivery with tech modernization and platform health.
- Lead continuous improvements around processes, delivery, agility, and engineering practices.
- Lead research into new market trends in machine learning and personalization.
- Develop and execute talent strategy to ensure the organization is equipped with relevant technical and leadership skills.
Required qualifications, capabilities, and skills:
- 18+ years of IT experience and related management experience.
- Superior IT organizational management, talent management and relationship building skills, given extensive interfacing required with both senior members of the CCB businesses, Digital Products, and IT executive management.
- Significant experience managing an end to end technology environment, one with large data sets and low-latency requirements.
- Proven experience delivering strategic IT programs, delivering technology across web, mobile, back-end, and ML/AI platforms.
- Strong knowledge and experience with high volume, low-latency, and modern (cloud) platforms
- Continuous Integration – participation in Agile teams to enable swift and secure continuous integration that is Production ready.
- Experience in working with cross line of business teams, Outside Service Providers and Partner Organizations.
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