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Product Associate - Pensions
mid · Other
Product Associate - Pensions | JPM PI UK
Role overview
JPMorgan Personal Investing is looking for an Associate or Senior Associate Product Manager to manage the day-to-day operations of our existing pensions proposition. You’ll work with engineering, design, content, operations, risk/compliance and external platform partners to deliver improvements to the end-to-end customer experience, reduce frictions and failure demand, and strengthen operational performance. This is a hands-on individual contributor role based in London (5 days per week in office).
What you will do (key responsibilities)
- Own roadmap for pensions business: Identify customer pain points, prioritise fixes and enhancements, and drive measurable improvements across journeys (e.g., onboarding, contributions, transfers, retirement flows, servicing).
- Incident/issue ownership and closure: Act as product owner for customer incidents and defects—triage, size impact, agree priority, coordinate delivery, and validate outcomes to ensure timely, high-quality closure.
- Jira ticket management: Create and manage Jira tickets end-to-end (stories, bugs, spikes), ensuring high-quality problem statements, clear acceptance criteria, appropriate prioritisation, and accurate status tracking; run backlog refinement and keep boards clean, actionable, and aligned to agreed SLAs.
- Root cause and prevention: Partner with engineering, operations and vendors to identify root causes, prevent recurrence, and reduce incident volume through permanent fixes and control improvements.
- Corrections / governance forum reporting: Prepare and present updates into corrections forums and relevant governance—summarising incident themes, remediation plans, delivery status, customer impact, and outstanding risks/decisions.
- Stakeholder visibility and management reporting: Provide regular, structured reporting to management and cross-functional stakeholders (Product, Ops, Engineering, Risk/Compliance, Customer Support) on product performance, incidents, backlog health, SLAs, and key dependencies.
- Prioritisation and backlog management: Maintain the backlog, balancing customer impact, regulatory risk, operational stability, and engineering capacity; ensure clear definitions of done, acceptance criteria, and release readiness.
- Cross-functional coordination: Be the connective tissue between pensions business stakeholders, customer support, operations, engineering, and platform partners—ensuring fast clarity on requirements, ownership, and timelines.
- Continuous improvement in ways of working: Improve triage processes, incident taxonomy, comms templates, and metrics so the BAU engine runs predictably and transparently.
- Regulatory and governance alignment: Ensure BAU changes, fixes, and customer communications align with financial services governance and regulatory expectations.
Required qualifications, capabilities, and skills
- BAU product management experience: Demonstrated experience running a product area’s day-to-day health—incident/defect ownership, prioritising fixes, and driving continuous CX improvements.
- Strong Jira discipline: Comfortable working in Jira daily; able to maintain a high-quality backlog (well-formed tickets, good hygiene, clear prioritisation, effective refinement) and drive throughput without losing clarity or auditability.
- Ownership and execution: Ability to drive issues to closure across multiple teams, remove ambiguity, and keep work moving with clear next steps and accountable owners.
- Customer-first problem solving: Strong analytical skills to quantify impact (volume, severity, customer harm/friction), prioritise effectively, and validate that fixes improve outcomes.
- Stakeholder communications: Comfortable creating crisp updates for senior audiences and forums; able to explain trade-offs, risk, and progress clearly.
- Technical fluency: Confident working with engineers to understand systems behaviour; able to interpret logs/telemetry at a high level, understand APIs and integrations, and translate findings into product requirements.
- Education: Bachelor’s degree (or equivalent practical experience).
Preferred qualifications, capabilities, and skills
- Domain experience: Experience in pensions and/or UK retail investing; defined contribution D2C pensions experience is a strong plus.