Manager Customer Experience Process Improvement Jobs

• Business Unit Consumer & Community Banking
• Posting Date 07/24/2026, 02:29 PM
• Locations 3415 Vision Dr, Columbus, OH, 43219, US
• Job Schedule Full time
• Job Shift Day

Join a dynamic team which drives transformative change by collaborating with business leaders and SMEs to re-engineer core business components. We drive operational excellence by optimizing processes and elevating customer experiences. Our mission is to foster a culture of continuous improvement, enhancing employee engagement and mitigating risks. Committed to delivering substantial financial benefits, we shape a future where innovation and excellence are at the core of every endeavor. The Process Intelligence team is a global internal consulting team with high visibility; responsible for supporting critical business reengineering, process data analysis and diagnostic efforts throughout Consumer and Community Bank (CCB).

As a Process Improvement Associate I in the Performance Consulting – Process Intelligence Team, you will get to work with key stakeholders to identify opportunities to analyze and improve business processes to design ideal Target State processes. In your development of Target State Design processes, you will partner with teams to consider how to best apply the latest capabilities in Intelligent Automation and Robotics Process Automation, including the integration of AI/ML, LLM, and Agentic capabilities. You will have the opportunity to use process improvement skills and critical thinking to understand the problem, identify the root cause and generate solutions.

• Assist in the development of detailed process maps, workflows, and documentation to synthesize impactful findings, develop recommendations, and help present recommendations to/and influence senior executives, using storytelling skills to effectively convey complex ideas.
• Leverage the latest LLM Suite and other AI tools such as CoPilot to enhance how we deliver and continue to evolve the product we deliver
• Partner with project team members to interview stakeholders, analyze business process documents, and gather data to identify key opportunities.
• Lead one or more projects while demonstrating leadership through influence and enhancing team / organization culture.
• Collaborate with the team to build hypothesis sets, analyses, and roadmaps while identifying potential roadblocks / obstacles and elevate issues and risks as needed including for proposed solutions.
• Analyze key business processes to identify potential areas for improvement and automation, utilizing data analytics skills to offer continuous insight.
• Contribute to the testing and deployment of new process tools and technologies, ensuring they align with departmental objectives and operational standards.

• Proficiency in data analytics, with experience in interpreting models and diagrams to represent and communicate data requirements and assets.
• Demonstrated ability in storytelling, with the capacity to effectively convey complex ideas, concepts, or data to diverse audiences.
• Experience working with diverse teams with varied experiences, skills, and backgrounds.
• Capability to use artificial intelligence tools such as LLM suite and copilot, exposure to working with data and knowledge, learning from experience, reasoning and planning, and safe human AI interaction.
• Possess strong problem-solving abilities, along with exceptional client management and executive-level communication skills.
• Ability to take ownership of tasks and manage most elements of an entire workstream.
• Experienced in creating presentations, both written and verbal, tailored for senior audiences.

• Utilize systems thinking to analyze complex processes and identify areas for optimization and integration.
• Utilize customer service principles to ensure process improvements are aligned with customer needs and enhance overall satisfaction.
• Foster cross-functional collaboration to identify and implement process improvement opportunities across departments.
• Use agile methodologies to iteratively develop and refine process improvements, ensuring flexibility and responsiveness to change.

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 ourFAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.