Change Management Process Architect

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.