Job Summary

The Program Manager will aggregate and analyze feedback from multiple listening posts—including Tell Us, client complaints, and survey programs—to identify trends, root causes, and emerging pain points. This role is primarily focused on internal feedback channels, including daily triage, escalation management, and thematic analysis. The Program Manager will work closely with senior leaders and cross-functional partners to translate insights into clear priorities and guide alignment on improvement actions. The role ensures that feedback is surfaced, prioritized, and actioned by the appropriate business, product, and technology teams. It offers broad exposure across the Private Bank, including senior leadership, product teams, and client-facing professionals.

You will convert high-volume, multi-channel feedback into prioritized opportunities that influence product and process roadmaps across the Private Bank. This role sits at the intersection of experience, product, and operations and is measured by speed-to-insight and actionability. It provides a unique opportunity to shape experience improvements by ensuring the voice of employees and clients is clearly understood and reflected in business priorities.

Job responsibilities

• Manage end-to-end internal feedback processes, including triage, escalation, and coordination with subject matter experts.
• Analyze feedback data to identify trends, root causes, and systemic pain points across employee and client journeys into a clear narrative with recommended actions.
• Synthesize insights into clear, actionable priorities and present to senior leadership and stakeholders.
• Partner with cross-functional teams (business, product, technology, service) to align on ownership and prioritization of improvements.
• Influence roadmaps and decision-making through data-driven recommendations.
• Develop and deliver reporting (weekly, quarterly, ad hoc) to provide transparency into key themes, trends, and progress.
• Connect insights across multiple listening posts to ensure a holistic view of the experience.

Required qualifications, capabilities, and skills

• Strong analytical and problem-solving skills with ability to synthesize large data sets into clear insights
• Proven ability to influence without direct authority and guide alignment across diverse stakeholders
• Passion for improving employee and client experiences through insight-driven change and for fixing broken processes
• Excellent written and verbal communication skills, including executive-level presentations
• High attention to detail and strong organizational skills
• Collaborative, team-oriented mindset with the ability to operate across functions

Preferred qualifications, capabilities, and skills

• Wealth management experience preferred
• Python proficiency to clean and streamline feedback analysis, automate trend reporting, and accelerate insight generation 
• Bachelor’s degree or higher; 2-3 years of experience in related field

JPMorganChase, 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 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