Join the Card Lending Services Strategy and Innovation Team and help shape the future of credit card lending at JPMorgan Chase. Be part of a dynamic group that leads the industry in customer satisfaction, digital solutions, and credit card sales. Your work will directly impact our customers’ journeys and the bank’s reputation.

As a member of the Card Lending Services Strategy and Innovation Team within Consumer & Community Banking, you will lead and influence complex initiatives to enhance the end-to-end experience for customers and lending specialists. You’ll partner with cross-functional teams, drive process improvements, and ensure regulatory compliance while maintaining lending authority and underwriting complex applications. Your strategic thinking and proactive communication will support sustainable and controllable strategies across CLS Operations.

Job responsibilities

• Maintain in-depth knowledge of the customer journey and provide customer-obsessed solutions across CLS Operations
• Lead and influence large, complex initiatives with limited oversight
• Partner with Product/Marketing and cross-CCB teams to review and implement initiatives for improved customer and specialist experience
• Influence design and execution, providing recommendations for seamless target state delivery
• Underwrite complex applications in collaboration with Risk, Marketing, and Technology teams
• Engage CCB Operations stakeholders to support delivery of sustainable strategies
• Proactively address delivery challenges and correct issues before escalation
• Communicate progress, status, issues, and decisions regularly with senior leaders
• Interface with other execution efforts impacting initiative scope
• Conduct post-implementation reviews and gather insights from frontline feedback and customer complaints
• Gather and analyze information for reporting, validate hypotheses, mitigate risks, and optimize solutions
• Create and present executive-level presentations

Required qualifications, capabilities, and skills

• Minimum 2–3 years’ work experience, ideally in underwriting, strategy, or customer-centric function
• Active Card Lending Authority
• Excellent interpersonal, verbal, and written communication skills
• Strategic business mindset with ability to influence and execute process improvements
• Comfortable in a fast-paced, deadline-driven environment with flexibility to adapt
• Ability to manage multiple initiatives across CCB Service Operations
• Consultative approach with effective interaction and communication at all levels
• Excellent organizational skills with ability to prioritize and identify big ideas

Preferred qualifications, capabilities, and skills

• Proficiency in MS Office (PowerPoint, Excel, Visio-Process Maps)
• Experience with Agile practices
• Experience with Change Manager tools

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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.

Equal Opportunity Employer/Disability/Veterans