Job Description
Job Summary:
The Product Customer Experience Analytics Team unifies data and analytics talent across Chase to responsibly leverage data to deliver profound customer centric insights that drive business value. The team encompasses a variety of Data & Analytics disciplines, from data strategy/partnerships to behavioral and journey analytics. We are actively engaged in ensuring the customer is placed at the center of each conversation to continually improve the customers' holistic experience across all channels. We have a strong partnership with our dedicated Technology partners, who provide us with our cutting-edge data and analytics infrastructure. Joining Data & Analytics means you sit in the engine that powers JP Morgan Chase with insights, providing an opportunity to materially impact both our customer and business outcomes. The team also offers significant learning and mobility opportunities for career development and future growth.
Job Responsibilities :
CCB Data & Analytics is searching for a Sr. Customer Experience and Journey Associate who will be a key member of the new Product Customer Experience & Journey Analytics team. As a Sr. Associate, you will:

• Work as a key member of our cross-functional team to improve the online and offline experiences for our customers through data driven strategies, insights and unique approaches
• Define meaningful customer engagement metrics and customer behavioral cohorts to identify opportunities to improve the customer experience across online and offline channels and products.
• Define analytical approaches to the broad business problem and deliver quantitative and qualitative insights to influence product enhancements and development
• Developing analytic code to join large behavioral (Adobe Analytics, Google Analytics) transactional, operational and attitudinal datasets to explore areas of friction, pain points and deliver actionable recommendations
• Analyze data from a variety of sources efficiently, perform data cleaning, quality assurance, exploratory analysis and deliver accurate results and recommendations
• Define customer journeys across online and offline channels, explore ways to measure customer experience and customer satisfaction to identify end to end journey optimization opportunities
• Work with Product, Strategy and Design teams to identify areas of opportunity for key initiatives to drive strategic projects; collaborate with key stakeholders to develop hypothesis and deliver impactful data driven insights to improve customer experience
• Effectively communicate and collaborate with key stakeholders, and program managers in an agile environment
• Contribute to reviewing and sharing and documenting analytical approaches, code and resulting knowledge across the enterprise in addition to building out our team's analytic capabilities and organizational impact

Qualifications:

• Bachelor's in Statistics, Data Analytics or related quantitative degree plus 4+ years of working experience in customer analytics, driving customer experience insights, journey analytics or related analytics experience
• Critical thinking, analytical and exceptional problem-solving skills, combined with the ability to troubleshoot and resolve data issues
• Highly proficient with SQL and at least one analytical toolset- Python, R; with experience writing optimized code in SQL and/or Python/R in large data environments
• A passion to understand customers' varying needs, behaviors and experiences via quantitative and qualitative analysis
• Strong ability to communicate findings via effective communication among fellow analysts and across business stakeholders
• Firm understanding of statistical analysis and common analytical techniques

Relocation is not offered/supported for this role.
CBB Data and Analytics
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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.
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.
The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.