Customer Journey Test Lead

JOB DESCRIPTION

Overview of Position:

The Customer Journey Test Lead will play a pivotal role in directing and managing the User Acceptance Testing (UAT) efforts for large, complex initiatives within an Agile environment at JPMorgan Chase. This position will involve collaboration with various teams across the Consumer & Community Banking (CCB) organization. The successful candidate will be responsible for establishing comprehensive test strategies that align with business objectives and ensure exceptional customer experiences while maintaining a robust risk and controls framework. A key focus of this role will be on implementing and enhancing test automation processes to drive efficiency and effectiveness in testing efforts.

Job responsibilities

• Lead the development and execution of automated test scripts to enhance testing efficiency.
• Identify opportunities for test automation within existing processes and advocate for automation best practices.
• Collaborate with development teams to integrate automated testing into the CI/CD pipeline.
• Monitor and report on the effectiveness of automated tests, making adjustments as necessary to improve coverage and reliability.
• Collaborate with senior leaders and product/program teams to define end-to-end test scenarios and establish a clear testing approach.
• Create, manage, and communicate prioritization of features, balancing user experience with business benefits and tradeoffs.
• Develop detailed requirements and use cases to guide technology teams in delivering solutions.
• Coordinate with cross-functional partners to align on requirements and deliverables.
• Monitor execution progress, address cross-team impediments, and ensure adherence to established testing standards and procedures.
• Conduct root cause analysis and implement process improvements to enhance testing efficiency and effectiveness.
• Provide proactive communication regarding project status and testing timelines to stakeholders.
• Work directly with partners and be the liaison between the partner and Chase.

Required qualifications, capabilities, and skills

• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business).
• 5-10 years of experience in managing testing efforts within a large-scale Agile environment, particularly in financial services.
• Proven experience in developing and executing automated test cases for web and mobile applications.
• Strong understanding of Agile methodologies and testing techniques.
• Proficiency in tools such as Jira, Visio, PowerPoint, and Excel.
• Familiarity with development languages (e.g., Java, Python) and test automation tools.
• Comprehensive understanding of risk and controls, audit requirements, and the ability to work effectively with diverse stakeholders across the organization.

Preferred qualifications, capabilities and skills

• Ability to build strong relationships across teams and influence change.
• Strong attention to detail with a focus on delivering exceptional customer experiences.
• Self-motivated, capable of operating in a dynamic environment, and adept at problem-solving.
• Excellent time management and multitasking abilities, with a structured approach to managing projects.
• Strong verbal and written communication skills, with the ability to articulate complex concepts clearly to various audiences.

ABOUT US

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 our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM
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.