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JP Morgan Chase
CEO Sponsored
Firmwide CRM Platform

JPMorgan Chase is the largest bank in the United States and one of the world's largest financial institutions, with $3.9 trillion in assets and operations in over 100 countries.

My Role

Synthesis
Translated complex qualitative data from 40+ MD-level interviews into actionable, progressive-disclosure artifacts directly used by executive stakeholders.
Cross-team Work
Partnered across six Lines of Business with PhD researchers, product leads, and Managing Directors to ensure strategic alignment at the highest level.
Research Artefacts
Created interactive research maps and stakeholder hierarchy models to make massive datasets tractable for senior sponsors.
Exec Translation
Prepared high-stakes readouts for a CEO-priority initiative overseen by Jamie Dimon’s office, designed to deliver immediate clarity to C-suite sponsors.

Business Results

30+
Stakeholder sessions: Managing Directors and VPs across all Lines of Business. Conducted by PhD researchers; I co-attended, took notes, and synthesised
All
Lines of Business in scope: CCB, CIB, AWM, Markets, Technology, and Corporate. Every division of the firm represented in the discovery
#1
CEO-priority, one of the firm's highest-priority strategic programmes, with direct oversight from the office of Jamie Dimon, CEO of JPMorgan Chase

Tens of interviews.
One live map.

Designed and built a live tracking system that made 42 simultaneous MD-level relationships tractable for the wider research team and senior sponsors. Filterable by LOB, interview status, and client, updated in real-time throughout the twelve-week discovery phase. Filter to explore.

jpmc-discovery.internal · Stakeholder Hierarchy Map · Live
Interactive
JPMorgan Chase & Co
Firmwide CRM · Discovery
0
in scope
People mapped
0
interviewed
Sessions completed
0
pending
In pipeline
CCB Consumer CIB Investment AWM Wealth Mgmt Markets Securities Tech Technology Corp Corporate 32 in scope 22 interviewed 10 scheduled
OVER 30 INTERVIEWS · 6 LOBS · INTERACTIVE ON DESKTOP
Filter by LOB, client & status

Everything the firm
knew, in one view.

A consolidated landscape map surfacing all research inputs across six Lines of Business: interview streams, existing tools in use, comparable internal JPMC tools in flight, personas, and documented workarounds. Designed to give executive sponsors a single entry point into 12 weeks of cross firm discovery.

jpmc-discovery.internal · Research Landscape · Consolidated View
Discovery Research Landscape
JPMorgan Chase & Co · 6 LOBs · 12 weeks · Jan-Apr 2023
Interviews
Tools in use
JPMC internal
Personas
Workarounds
JPMorgan Chase & Co
CEO priority · Office of Jamie Dimon
CCB
Consumer & Community Banking
CIB
Commercial & Investment Bank
AWM
Asset & Wealth Management
Markets
Markets & Securities
Technology
Global Technology
Corporate
Corporate Functions
Interviews
3 MD sessions
S. Richards, J. Harris, Y. Abubakar
7 done
Tools in use
Salesforce + Excel
Salesforce mandated, rarely trusted
Salesforce Excel
Workarounds
Notebooks & email
Primary source of relationship intel
Interviews
3 MD sessions
M. Lawson, T. Walker, E. Kowalski
6 done
Personas
The Deal Maker
MD focused on IPO pipeline, avoids CRM entirely
Tools in use
Personal notebooks
"Only source of truth I trust"
Interviews
3 MD sessions
A. Chen, L. Brennan, B. Müller
8 done
JPMC internal
Advisor Portal v1
Existing internal tool, limited cross-LOB data
live
Personas
The Relationship Keeper
Wealth MD with 20yr client relationships, notebook-first
Interviews
3 MD sessions
D. Park, R. Vasquez, I. Okafor
5 done
Workarounds
Bloomberg terminal notes
Client intel stored in terminal memos, invisible to firm
JPMC internal
Trading CRM Lite
Markets-specific tool, no cross-LOB visibility
in-flight
Interviews
3 MD sessions
P. Mbeki, K. Osei, A. Sundaram
4 done
JPMC internal
Enterprise Data Platform
Potential data integration partner, in scoping
scoping
Workarounds
Internal wikis & Confluence
Unofficial knowledge bases, unknown to coverage teams
Interviews
3 MD sessions
F. Nakamura, A. Oduya, G. Schmidt
4 done
Personas
The Compliance Officer
Requires audit trail; current state is untenable
Tools in use
Legal entity data (GSAM)
Structured entity data, integration candidate
5 Unanimous Findings
01
Data lives outside the system
40/42 interviewees described the same pattern: trusted intel kept in notebooks, not Salesforce
02
Salesforce is compliance theatre
Records updated to satisfy reporting, not to be read. Nobody uses it for decisions
03
Personal notebooks are the firm's real CRM
The richest client intelligence is invisible to the firm, private because that's what makes it trustworthy
04
Cross-LOB blindness is structural
Conflicting outreach isn't a behaviour problem; the firm has not given teams the means to coordinate
05
Speed beats features
"Make it faster than my notebook. That's the whole product." MD, CIB
42
Interview sessions across all LOBs
18
Asset managers covered
6
Tools audited (existing + in-flight)
3
Personas defined from synthesis
CCB CIB AWM Mkts Tech Corp 42 Interviews 18 Asset mgrs 6 Tools audited 3 Personas 5 Findings
6 LOBS · 5 UNANIMOUS FINDINGS · FULL DETAIL ON DESKTOP
View complete research landscape
All work
Creative Technology LLM Platform

Portfolio representations only. All visuals shown are original artistic reconstructions created solely for this portfolio. They are not reproductions of, nor derived from, any proprietary designs, confidential client materials, or intellectual property belonging to current or former employers. Work is presented to illustrate design process, methodology, and professional expertise in accordance with applicable confidentiality obligations.