VOC Market Research Lead (all genders)

Excited by the opportunity to build innovative digital retail banking products and services in a start-up environment, backed by one of the leading financial service providers worldwide?

Join us at JPMorgan & Chase Co. at our newest European hub for Chase bank, located in the heart of Berlin. In this exciting chapter of continued growth and expansion for Chase, we’re looking for a passionate Voice of Customer (VoC) Lead.

As a talented and insight-driven VoC Lead, withing our Design & Customer Experience (DCE) Team you will help to ensure that the German customer is at the heart of everything that we do.

As the Voice of Customer (VoC) Germany Lead, you will manage our VoC Germany program, driving the continuous evaluation and optimization of the customer experience. Your mission is to gather and leverage valuable feedback from our German customers, ensuring their voices shape our products and services.

As a member of the Research Team and reporting to the Head of Research, you will collaborate closely with both the broader VoC team, which primarily focuses on the Chase UK program, and the wider Research team, which supports research initiatives for Chase UK and Chase Germany.

We are looking for an experienced VoC professional who can manage the VoC Germany program, applying best practices and maintaining rigorous processes. You will work in partnership with Research and VoC colleagues to ensure consistency in terms of methodologies, processes, and tools across markets.

Your expertise will help us deeply understand what our German customers expect from us throughout their key journeys. You will develop innovative approaches to capture and share customer feedback, ensuring insights are effectively communicated to stakeholders and used to drive improvements in our processes and products.

 

Job responsibilities

• Lead and develop the Voice of Customer Germany program, enhancing its impact through the design and deployment of surveys (including CSAT, NPS) across key customer journeys and creating intuitive dashboards to inform business decisions.
• Advocate for the German customer by being the key point of contact for German VOC insights, providing actionable VOC insights, supporting strategic decisions, and influencing business strategy.
• Work in partnership with Operations and Customer Servicing to embed a customer-first culture throughout the business through our CSAT program.
• Work in step with the analytics team to ensure the program is set up and functioning in a compliant manner day to day
• Build and maintain strong relationships with local business stakeholders, representing the VoC team in Germany.
• Collaborate with the Design & Customer Experience (DCE) team and wider business to deepen customer understanding, identify pain points, and support the improvement of critical journeys.
• Work cross-functionally with the Product teams to prioritize customer needs and drive meaningful change.

 

Required qualifications, capabilities, and skills

• Proven experience managing VoC programs, ideally within banking, fintech, or financial services.
• In-depth knowledge and technical understanding of VoC survey platforms and hands-on experience managing end-to-end in-house VoC programs (from set up to survey deployment and insight recommendation)
• Demonstrated ability to design, execute, and enhance VoC programs, generating actionable insights that drive improvements across key customer journeys.
• Expertise in analysing both primary and secondary data, with experience in collaborating with Operations, Data Analytics and Product teams, in the creation of impactful analyses.
• Experience of using experience management platforms (e.g. Qualtrics, Medallia) and ideally have a good understanding of or experience in the program implementation and ongoing management 
• Experience working in regulated environments and within organizations with multiple stakeholders.
• Ability to define standards and establish efficient processes, ensuring robust governance and continuous improvement.
• Team player with hands-on experience managing end-to-end initiatives in a fast-paced environment.
• Strategic thinker and clear communicator, skilled at sharing insights in various formats and providing constructive challenge at all levels, including C-suite.
• Adaptable and resilient, with a proven track record of thriving in dynamic environments and delivering change.
• Excellent German and English language skills.

 

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