Senior CX Analytics Lead — Customer Journey Insights

Join our team as a Senior Quantitative Analytics Associate and embark on a journey where your skills are valued and your growth is prioritized. At our company, we provide a platform for you to excel, offering you the chance to be involved in all phases of the analytics lifecycle, and the opportunity to make a significant impact through your insights and findings.

Job Summary

As a Senior Quantitative Analytics Associate in Customer Experience Analytics you will be involved in all phases of the analytics lifecycle, including documenting data lineage, analysis scoping, data development, hypothesis development, data analysis, generating insights, developing and delivering presentations of findings. Our team’s projects range from trend analysis to cross-channel journey analysis to prescriptive analytics. The common theme of all the projects is data mining, business judgment and collaboration to improve the customer experience.

Job Responsibilities:

• Support & lead partnerships with key Area Product Owners and Product groups with strong understanding of business drivers, underlying data and processes
• Support demand mitigation programs by providing data and analytics leadership across the servicing organization
• Lead development and reporting of Ops performance metrics & KPIs. Use 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 (calls, branch, online, mobile) to better understand customer journeys and friction points
• Contribute to business cases, construct test designs, and identify populations for pilot programs; analyze program performance and derive insights to help inform future customer strategies
• Prepare and deliver presentations summarizing sharp insights and conclusions, often for executives, in regularly-scheduled analytics meetings chaired by the analyst in this role
• Support the creation of dashboards and visualizations to measure the impact of implemented products and provide management with self-service tools to explore and report on current trends of key metrics
• Leverage the agile process to deliver on a wide range of business and product-focused analytics including building and updating business cases, exploratory analysis to identify product enhancement opportunities, generating feature performance metrics and dashboards, and crafting data stories and presentations of key findings to stakeholders.
• 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:

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

Preferred Qualifications, Capabilities, and Skills

• Graduate degree in a related field preferred
• Experience writing code and automating processes with structured and unstructured data preferred

Relocation is not offered/supported for this role.

CCB Data & 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…