Job Description

Unlock your potential as a leader in product solutions, optimize complex problem-solving, and shape customer-centric strategies. Leverage your expertise to make a lasting impact in a fast-paced, collaborative environment.We're establishing a strategic capability to synthesize employee feedback across products (Tech, HR, Employee Experience) into a single source of truth. This role is critical to enabling faster product decisions, reducing survey fatigue, and demonstrating to employees that we listen and act on their input. As a Product Solutions Director in Employee Success, you are an expert in building and operating an Enterprise Feedback Operating System—a unified, data-driven listening system consolidating 10+ feedback sources into actionable insights for 350K+ global employees. Transform feedback from fragmented and reactive to strategic and proactive.
Job responsibilities

• Advise Product Solutions teams on adopting new and existing client-facing products, crafting complex solutions, and assessing risk to enhance the customer experience.
• Leverage deep knowledge of multiple products and capabilities to manage strategic development of end-to-end product solution strategies and processes.
• Manage the collection of client feedback and oversee its delivery to Product teams, ensuring unified feedback standards across 10+ channels (surveys, support tickets, telemetry, etc.).
• Create and maintain a Jobs to be Done (JTBD) taxonomy, organizing feedback by 8 core employee job categories.
• Define intake governance, approval workflows, and listening strategies for feedback management.
• Consolidate feedback from Qualtrics, ServiceNow, JPMC Assistant, product telemetry, and other sources.
• Synthesize data using AI/ML techniques such as sentiment analysis, auto-categorization, theme detection, and anomaly detection.
• Generate weekly insights dashboards and monthly executive transparency reports, maintaining 90%+ data quality through validation and governance.
• Identify and prioritize issues using impact, effort, and volume frameworks; partner with product teams to translate insights into actionable roadmap items.
• Track outcomes and measure business impact (e.g., CSAT improvement, adoption lift), manage closed-loop "You Spoke, We Listened" communication programs, and lead monthly Feedback Council prioritization meetings.
• Report to executives on CSAT trends, emerging issues, and action progress; engage product owners on insights, facilitate decision-making, and partner cross-functionally with UX Research, Data, Communications, and Product teams.

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent expertise leading and developing solutions across multiple teams and a cluster of products, data analytics, customer success, or operations
• Strategic thinking: ability to set vision and establish governance
• Data fluency: comfortable with dashboards, SQL, data platforms (Snowflake, Power BI, Tableau)
• Stakeholder management and executive communication; Cross-functional collaborator: comfortable working across matrix teams
• Familiarity with enterprise feedback/VOC (Voice of Customer) programs
• Understanding of product management and how products iterate
• Basic knowledge of AI/ML capabilities (sentiment analysis, NLP, classification)
• Demonstrable experience structuring and handling complex solutions for business problems to meet clients’ needs
• Strong synthesis skills: distill insights from thousands of data points
• Detail-oriented: establish clear RACI, processes, and governance
• Change agent: drive cultural shift from reactive to data-driven decision-making

Preferred qualifications, capabilities, and skills

• HR technology or employee experience product background is a plus
• Experience scaling programs from pilot to enterprise (350K+ users)
• Exposure to Jobs to be Done (Clayton Christensen) framework
• Prior work in AI/ML analytics projects
• Knowledge of Qualtrics, ServiceNow, Snowflake, or Azure AI
• Enterprise organization experience

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