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Service Product Analytics

1 month ago

Philadelphia, United States JPMorganChase Full time

Job Description
Come join us in reshaping the future
As a Quantitative Analytics Senior Associate, in our Service Product Analytics Team, you will be responsible for deriving insights about our customers' journey across Service Operation by developing and implementing innovative strategies and advanced analytics solutions to improve the customer and service agent experience.
Job Responsibilities:

  • Support and lead partnerships with key Area Product Owners and Product groups with strong understanding of the business and underlying data and processes
  • Support demand mitigation programs by providing data and analytics leadership across the servicing organization
  • Lead development and reporting of operational performance metrics and KPI's, using analytical tools such as trend analysis, segmentation, optimization, and other techniques to improve business function performance.
  • Analyze customer interactions and events across a variety of channels to better understand customer journeys and friction points
  • Contribute to business cases, construct test designs, and identify populations for pilot programs and analyze program performance and derive insights to help inform future customer strategies
  • Prepare and deliver presentations summarizing sharp insights and conclusions, often for executives
  • Support the creation of dashboards and visualizations to measure the impact of implemented products and provide management with self-service tools to explore and leverage enterprise data to develop the right automated data solutions using a mix of customer, account, digital, telephony, financial and operational data


Required Qualifications, Capabilities, and Skills:

  • 3+ years of related experience; Bachelor's degree in a quantitative or related field
  • Proficiency in SQL for data querying and manipulation
  • Hands-on experience with standard data analytics tools and technologies, such as (SQL, R, Python, Tableau, Alteryx, Hadoop, Hive, Spark, Impala, Sqoop, RDBMS, Trifacta)
  • Experience delivering analytics solutions following an Agile (Scrum or Kanban) methodology
  • Hands-on experience writing code and automating processes to source, transform and analyze data
  • Familiarity with AWS, data mining, statistical modeling, machine learning and other advanced analytics methods


Preferred Qualifications, Capabilities, and Skills:

  • Familiarity with Cloud technologies such as Snowflake a plus
  • Analyze data from multiple sources including structured and unstructured data preferred
  • Graduate degree in a related field preferred


Relocation assistance not supported for this role.
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. 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.
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.
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.