Are you passionate about transforming client onboarding and service operations through innovative AI solutions? Join us to drive meaningful change, enhance client experience, and shape the future of operational excellence. As part of our team, you will help unlock high-value opportunities and deliver scalable, controlled AI-enabled solutions that improve productivity and risk outcomes.
As an AI Opportunity Lead within Client Onboarding & Service Operations, you will identify and deliver impactful solutions across onboarding, servicing, and contact center journeys. You will partner with cross-functional teams to translate operational challenges into actionable, AI-driven improvements, fostering a culture of innovation and continuous enhancement.
Job Responsibilities
- Lead interviews, call listening, and journey mapping across onboarding, servicing, and contact center channels (voice, chat, email, self-service).
- Scope problems, identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial impact.
- Translate business requirements into automation use cases (e.g., workflow automation, document generation, validation, AI-assisted processes) with measurable business outcomes, including cycle time, exception rates, containment, FCR, AHT, ASA, abandon rates, QA pass rates, and CSAT/NPS.
- Prioritize opportunities based on value, feasibility, risk, and client impact, defining success criteria and guardrails.
- Collaborate with Operations, Product, and Risk to ensure solutions address real workflow friction and partner with Risk, Compliance, and Model Governance to meet model risk controls and documentation requirements.
- Re-engineer processes to enable automation (simplification, standardization, elimination of non-value-add steps)
- Design Human-in-the-Loop workflows, reviewer guidelines, calibration routines, and QA sampling methods.
- Ensure auditability through decision logs, rationale summaries, and traceable inputs/outputs.
- Partner with Data and Technology teams to instrument dashboards linking AI features to business KPIs and risk indicators.
- Support pilot execution, rollout, and scaling of automation initiatives and track delivery milestones, dependencies, and risks
- Co-create training materials, playbooks, and quick reference guides for front-line teams and run pilots and structured feedback loops with Operations and Contact Center leaders.
Required qualifications, capabilities, and skills
- 4+ years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment.
- Experience working on transformation initiatives end-to-end, delivering business objectives through design (digital-led), systems implementation and operating model / process change
- Strong analytical and problem-solving skills with ability to break down complex processes
- Experience working on process improvement, automation, or digital transformation initiatives
- Strong functional understanding of client onboarding, servicing, and/or contact center operations.
- Proven ability to translate business problems into clear, measurable requirements and acceptance criteria.
- Experience interpreting offline evaluation results and online experiment outcomes to drive decisions.
- Excellent stakeholder management across Operations, Contact Center, Product, Data, Technology, Risk, and Compliance.
- Strong verbal, written communications and presentation skills – ability to articulate and tell a story
Preferred qualifications, capabilities, and skills
- Experience building gold sets, error taxonomies, reviewer playbooks, and calibration frameworks.
- Working knowledge of retrieval, grounding, and prompt safety patterns; awareness of common failure modes and mitigations.
- Familiarity with BI tools and KPI dashboards; ability to interpret analytics or basic SQL outputs.
- Background in service blueprinting, Lean/continuous improvement, or change management.
- Understanding of model risk management and responsible AI practices in regulated environments.
- Command of onboarding and service metrics and levers: cycle time, exceptions, containment, FCR, AHT, ASA, abandon, QA, CSAT/NPS.
- Develope experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.
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, paid in the form of cash and/or forfeitable equity, 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.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients—including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.
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