Social Listening Senior Associate

With best-in-class banking, credit card and wealth management services, Chase helps nearly 1 out of 2 American households make the most of their money. As one of the most-followed financial brands, Chase communicates with millions of social media users across Facebook, Instagram, LinkedIn, X and more. 

 

As the Social Listening Senior Associate within the Chase Social Media team, you will lead social media listening projects to gather consumer and product/experience feedback for business partners, and compiling data-backed insights. In addition, you will contribute a portion of time to Reddit strategy and community management. You will also be able to help innovate with our listening projects and expand the impact of the Insight's team's research for Chase's Credit Card and Connected Commerce products. You will dive into data, bring your strong storytelling skills to translate research and performance into strategic insights, and showcase your knowledge of industry listening tools to successfully optimize listening work from end-to-end. 

Job responsibilities

• Serve as a go-to resource for analyzing and reporting on social media conversations related to Chase's Credit Card and Connected Commerce products, as well as related industry topics
• Build social listening Boolean queries and customized dashboards to identify consumer and product insights, cultural moments and competitive opportunities; translate the insights into actionable strategies for our team and partners
• Help us explore how to continue to leverage AI and other social technology capabilities to enhance insights and workflows
• Champion a mindset of testing and learning to continuously innovate and prove what's working
• Communicate recommendations and insights to team members, partners and senior leadership through either written reports or presentations
• Monitor for trends, feedback and opportunities and engage with consumer comments on Reddit
• Support team members on various projects and campaigns, effectively communicating timelines, status and results
  
   

Required qualifications, capabilities, and skills:

• 5+ years of relevant experience in social media listening, monitoring/community management, analytics/measurement, strategy and competitive research
• Ability to translate consumer voices from social listening into actionable insights to inform strategic business objectives and decisions
• Thorough knowledge of industry social media monitoring and management tools for social listening, monitoring, competitive benchmarking and reporting: building dashboards, queries, categories and tags (e.g. Sprinklr, Khoros, Brandwatch, Tableau, native social analytics, Adobe Analytics, etc.); deep understanding of Boolean queries for optimizing social listening
• Strong writing and storytelling skills with the ability to translate complex concepts into simple, powerful narratives to consumers and partners, as well as craft engaging consumer responses on Reddit; ability to problem-solve and think critically, provide attention to detail and bring data curiosity
• A passion for keeping up to speed on the evolving social media landscape and how the brand can innovate and approach the strategy for each unique channel
• Background in social media measurement and analytics and building performance dashboards to evaluate business performance
• Effectively communicate on project timelines, status and results; executive presence and urgency—confidently deliver insights and recommendations to senior leadership, often on tight timelines
• Team player with enthusiastic attitude and entrepreneurial spirit. Eager to learn, have fun, contribute and make an impact; confidence to pitch fresh ideas, think creatively, and identify problems to solve 
• Ability to self-motivate, build relationships and work well across teams, work on multiple sophisticated projects at the same time, and produce high-quality work. Adaptable to shift focus in times of need.
• Excellent organizational skills with the ability to multitask and prioritize high volume, high priority initiatives
• Proficiency in Microsoft Office, e.g. Word, Excel and PowerPoint