Vice President, Accessibility Specialist – Research & Training

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

About Digital Services: The Digital Services organization supports the firm’s consumer-facing digital products, such as chase.com, Chase Mobile and the bank’s payments platforms. Digital Services’ diverse teams have locations across the US and function in a variety of capacities, including: Customer Experience, Product Management, Data Intelligence, Analytics and Predictive Personalization, Technology and Engineering. Digital Services works closely with all Chase lines of business to ensure a cohesive customer experience that is personalized and simple. As an industry leader, Chase strives to be the bank of choice for digitally savvy customers and continues to see record growth in its online and mobile users.

The Electronic Communications Accessibility Team (eCAT) is leading the bank towards a competitive digital experience for ALL of our customers by first achieving standards and regulatory conformance and then adding innovative, accessible features & services.
Role and responsibilities: You manage and analyze digital accessibility customer escalations; looking for opportunities to enhance our products for people with disabilities through user research. You also consult with management across digital and in the LOBs to determine appropriate digital accessibility eLearning course assignments so that digital content producers are equipped to design, develop and test inclusive content.

Additionally, you will have opportunities to:

Engage and develop relationships with design, user research, product, testers & other teams across digital
Collaborate with accessibility colleagues and members of the Chase Accessibility Services team to resolve customer escalations
Identify and report on issues and trends found in customer escalations and concerns
Assist with managing existing and establishing new relationships with user research vendors who specialize in digital accessibility, assistive technologies and recruitment of people with disabilities
Communicate with disability conference organizers and coordinate user studies
Advocate research findings & reporting to diverse audiences
Report course assignment statuses to management
Identify and report possible assignment gaps


Qualifications:

2+ years of direct face-to-face customer service
Experience handling sensitive customer escalations
Ability to analyze customer escalations and identity trends to influence user testing
Ability to thrive in a fast-paced, collaborative, team-oriented environment
Collaborate with and develop strong relationships with internal and external partners
Project/event management, organizational and prioritization skills; ability to meet agreed upon deadlines on multiple projects simultaneously and respond well to changing priorities
Knowledge of JIRA, Confluence and SharePoint
Strong excel (e.g. pivots, macros) skills
Financial services preferred, not required
Experience with Scrum and Agile methodology a plus
An awareness and practical understanding of current technologies and their application and relevance to digital experiences
Learn and embrace accessibility
A BA/BS or equivalent practical experience


Competencies:

Highly organized and detailed oriented
Resourceful, proactive with a sense of urgency and results driven
Ability to work independently under minimal supervision