Human Resources Listening - Qualitative Researcher

The Human Resources function at JPMorgan Chase is shifting to a product led way of working. We are making this change so that we are fully organized around our customers to deliver personalized experiences throughout an employee or manager journey. The HR Product Organization sits within Corporate HR and plays an important role in driving our transformation.

The Employee Engagement & Listening Product Team is a firmwide product team within the Employee Digital and Service Experience portfolio. The team's role is to equip our internal customers with current and relevant employee sentiment, feedback, data and insights so they can make better data led business decisions, determine key focus areas, improve prioritization, measure effectiveness and monitor progress.

We are seeking a highly effective an innovative Qualitative Researcher to lead an area of our Listening product - Employee Advisory. You will work with the Product Manager for Employee Engagement & Listening to lead the formulation and realization of our product vision. As part of the Listening Product team, Employee Advisory is a new product listening channel for employees/customers to offer both qualitative and quantitative feedback on our HR Products. This important area product will be aligned next to our Employee Sentiment (Surveys) and our Employee Experience (CSAT, Always on, Call Miner, etc.) Listening area products.

The Qualitative Researcher work alongside the product team and be responsible for fulfilling the product strategy and outcomes and enabling a cohesive customer experience, business outcome delivery, value realization, customer experience, leading customer satisfaction, technical optimization, and reducing cost-to-deliver.

Job responsibilities

• Mitigate issues and navigate roadblocks while maintaining a close partnership with internal functions and in accordance with company policies and regulatory changes.
• Lead day-to-day work in product development and initiatives such as Crowd Solves, focus groups and panel discussions to gather qualitative and quantitative sentiment and feedback from employee-customers.
• Compile, categorize and disseminate feedback to the appropriate Product Managers as well as create a closed loop process and provide outcomes to the originators of the feedback.
• Lead the ongoing design and improvement of a cohesive set of experiences, processes and services that provide value to customers, as well as being the primary owner for the understanding of the customer journey within the product.
• Define and communicate strategy, establish Feedback Communities of standing volunteers to answer broad-based and targeted, 'just in time' questions and engage in two-way dialogue and a process for timely acknowledgement, response, and resolution.
• Define and develop the appropriate metrics to measure success, assess performance and evaluate product effectiveness while maintaining focus on leveraging and advancing the tools used by the product team to improve efficiency and effectiveness.
• Partner with other Listening channels (Survey/Sentiment, Always On, CSAT, etc.) and aggregate all inputs for PMs to leverage for employee and stakeholder feedback and sentiment.

Required qualifications, capabilities, and skills

• Able to maintain a product backlog, write stories and epics, leading concepts and execution, and coordinate and facilitate productive sessions that will have productive outcomes.
• Analytical and data-led - can synthesize key insights and adopt and/or solution quickly while managing to OKRs.
• Experience with creating and maintaining KPI monitoring tools, and reporting on key findings .
• Tech savvy - can translate product vision and roadmap into clear requirements and processes that engineers, and designers can deliver against.
• Proactive, accountable, and detail-oriented work ethic and able to communicate both verbally and written at a high level with all stakeholders.
• 5+ years of experience with various qualitative data-gathering approaches, including focus groups, Crowd Solves, etc. and producing written insightful summaries of insights and findings shared with customers to allow them to make data-based decisions. Experience researcher skills are a plus.
• Customer obsessed - develops deep empathy and understanding in service of creating frictionless end-to-end experience.

JPMorgan Chase & Co., 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.

Equal Opportunity Employer/Disability/Veterans

Base Pay/Salary
New York,NY $123,500.00 - $180,000.00 / year