Voice Product Analytics Team

JOB DESCRIPTION

Join a team that uncovers stories in data to guide major investments and delight clients, who is curious and passionate to transform data, and impact drive business breakthroughs

As a Quant Analytics Associate, within the Voice Product Analytics team, you will use data analytics to improve customer experience, reduce operating expenses, and work on key initiatives, document data lineage, scope analyses, develop data, form hypotheses, analyze data, generate insights, and present findings.

Job Responsibilities:

• Analyze and manage IVR/NLU performance metrics and customer feedback to identify cross-channel((calls, branch, digital, etc.) trends, issues, and improvement opportunities.
• Contribute to business cases, design A/B tests, identify pilot populations, and analyze program performance to inform future strategies.
• Collaborate with data owners to govern data generation, definition, and retention.
• Prioritize and manage Voice-IVR analytics tasks while independently identifying and implementing customer experience improvements.
• Support preparing and delivering presentations with clear insights for executives and business partners and build understanding of business drivers and data with product groups.
• Write and maintain code in Alteryx, SQL, Tableau, and Python and structure and execute KPIs, trend analyses, dashboards, segmentations, and optimizations to improve performance.
• Continuously assess the current IVR experience, identifying pain points and implementing enhancements to optimize customer satisfaction and proactively seek and evaluate new technologies, processes, and features that can further enhance the IVR system and overall customer experience.

Required qualifications, capabilities, and skills:

• Bachelor's or Master's degree in a quantitative field (Data Science, Mathematics, Statistics, Physics, Engineering, Economics, Finance, or related); 3+ years of experience applying statistical methods to real-world problems using SQL and at least one of: Alteryx, Python, Tableau.
• Hands on experience with data visualization for analysis and presentation.
• Strong mathematical/statistical skills using Alteryx, Python, SQL, Tableau.
• Robust analytical skills to collect, organize, analyze, and present large amounts of information accurately.

Preferred qualifications, skills and capabilities

• Experience with cloud services (Azure, AWS, etc.).
• Experience in financial services or similar industries.
• Strong grasp of big data disciplines, AWS, Agile (Scrum), and new technologies.
• Prior experience in an insights function at a financial services or consulting firm.

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. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.