Change Management Process Architect

JOB DESCRIPTION

Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what's right and creating solutions that make lives better. Build your career on our strong foundation and help shape what's next−for you and for us. Chase, a leading provider of diverse financial services worldwide, is actively seeking service-center team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction.

As a Change Management Process Architect – Associate II within JPMorganChase, you will design, orchestrate, and continuously improve the end-to-end change approach across Operations—ensuring changes are planned, tested, communicated, and adopted safely and effectively. You will own governance for both the change lifecycle and the change tooling ecosystem (e.g., Change Manager, digital/automation agents, eGain and related platforms), act as a trusted advisor to senior stakeholders, and use data to facilitate decision-making that appropriately balances delivery speed with risk and control requirements. You will also identify and remove process friction, and drive controlled adoption of emerging technology that improves operational readiness and durable change outcomes.

Job Responsibilities

• Design and run change management process architecture that governs how operational changes are planned, tested, communicated, and adopted across Operations (end-to-end lifecycle: intake → readiness → release → stabilization).
• Establish and manage end-to-end issue/defect lifecycle controls (triage, prioritization, ownership, SLAs, remediation tracking, and clear exit/closure criteria) while driving defect validation and quality control by coordinating retest/verification with Technology and Operations, maintaining transparent defect status reporting, and providing release readiness views across releases.
• Own governance and standards for the change tooling ecosystem (e.g., Change Manager, agent-based solutions, eGain and related tools), including usage expectations, taxonomy/metadata consistency, reporting integrity, and controls that enable auditable, repeatable execution.
• Orchestrate operational readiness across people, process, controls, capacity, and runbooks to ensure production readiness and safe adoption for impacted Operations teams.
• Identify, analyze, and eliminate process friction across the change lifecycle through practical innovation (e.g., simplifying workflows, improving routing/decisioning, and enabling automation where appropriate).
• Lead stakeholder engagement and facilitation by planning and running working sessions, walkthroughs, and town halls; present change impacts, plans, risks, dependencies, and decisions to cross-functional and senior audiences.
• Deliver role-based communications and training by developing communication plans, coordinating training content and schedules, and establishing feedback loops to improve understanding and adoption.
• Evaluate and drive adoption of emerging technology to strengthen change execution, learning, and adoption measurement, ensuring innovations are implemented with appropriate governance, controls, and operational durability.
• Manage enhancement intake and requirements by capturing requests, translating needs into user stories/acceptance criteria, maintaining a prioritized backlog, and aligning delivery to business outcomes.
• Apply escalation discipline by assessing severity/impact, escalating appropriately, and preparing decision-ready materials with data, options, and recommendations.
• Define and report change governance metrics (e.g., defect leakage, training coverage, adoption/usage, change success rates) and drive continuous improvements to standards, templates, and playbooks.

Required qualifications, skills, and capabilities

• 3 years of experience in change management, release/change governance, process design, and/or Operations within a complex, matrixed organization.
• Demonstrated issue and defect management experience across the full lifecycle, including triage, prioritization, remediation tracking, and retest/verification coordination with Technology and Operations.
• Demonstrated ability to serve as a strategic partner and trusted advisor, facilitating decisions with clear options, data-driven insights, and a strong risk-and-controls mindset.
• Proven ability to identify and remove process friction using creativity and continuous-improvement thinking, translating insights into practical, scalable process and tooling enhancements.
• Strong facilitation and presentation skills, including comfort presenting to large audiences and engaging senior stakeholders.
• Proven ability to build and execute communications and training plans tailored to diverse end-user populations and operational roles.
• Requirements and backlog management capability, including writing user stories and acceptance criteria and managing prioritized enhancement pipelines.
• Sound judgment and situational awareness, including when/how to escalate and how to drive timely resolution across cross-functional teams.
• Analytical and tool proficiency with common tracking and productivity tools (e.g., JIRA/Azure DevOps, Confluence, Excel/Sheets, PowerPoint).
• Demonstrated curiosity and comfort adopting new tools and technologies, with the ability to translate new capabilities into controlled, consistent operational usage.

Preferred Qualifications

• Certifications such as Prosci Change Management, ITIL Foundation, or equivalent.
• Experience supporting Operations in regulated, large-scale enterprises (e.g., financial services, fintech, healthcare).
• Exposure to ServiceNow (Change/Incident/Problem) and/or formal release governance frameworks.
• Digital adoption platform, including content lifecycle management and analytics/insights.
• Familiarity with risk and control frameworks and operational resiliency practices.

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.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.