Customer Experience Analytics - Vice President
Location
Hyderabad | India
Job description
Job Description
Job Description:
The Data & Analytics team is the engine that powers JPMorgan Chase with insights to create competitive advantages for our business and deliver value for our customers. We have unified data and analytics talent across the firm and encompass a variety of disciplines including data science, reporting, quantitative analytics, and data governance. Within this organization, the Decision Sciences team leverages industry-leading data-driven techniques to convert data into meaningful insights that enable the firm to drive value and an outstanding customer experience.
Job Responsibilities
- Searching for collections of behaviors and events that individually are innocuous but collectively indicate a likely next action in order to enable timely, relevant outreach
- Support & lead partnerships with key Operations stakeholders and Operations Product groups with strong understanding of business drivers, underlying data and processes
- Build business cases, construct test designs, and identify populations for pilot programs; analyze program performance and derive insights to help inform future customer strategies
- Analyze customer interactions and events across a variety of channels (calls, branch, online, mobile) to better understand customer journeys and friction points
- Lead development and reporting of Ops performance metrics & KPIs. Use analytical tools and quantitative methods such as trend analysis, segmentation, forecasting, optimization, and other techniques to improve business function performance.
- Creating self-serve tools to put real-time information in the hands of decision-makers
Required Qualifications, Skills and Capabilities:
- Bachelor’s / Master's Degree in Mathematics, Statistics, Economics, Engineering, Computer Science, Data or Information Science, or related quantitative analytic field with 12+ years of data Analytics experience
- Experience in wrangling large, complex datasets, strong database skills and ability to write, optimize and tune complex SQL scripts
- Experience delivering analytics solutions under strict timelines quick turn-around times.
- Proven track record in solving business problems through fact-based and scientific analytics, like to focus on solving problems.
- Have a demonstrated ability to think both independently and collaboratively to implement creative solutions that solve business problems, being diligent in the detail while maintaining focus on broader purpose and business objectives.
- Recognize the stories in the data and tell them in ways that illuminate which customers are likely to do what next.
- Are comfortable summarizing key information and presenting recommendations to multiple stakeholders to influence senior management.
- Flexibility/adaptability, ability to listen and defend or change direction based upon team and stakeholder consensus.
- Self-motivated, goal-oriented, and able to manage and deliver in an innovation-driven and fast-paced environment.
- Superior judgment to mitigate risk, and to foster an environment where risk/control issues are escalated and trends are anticipated and identified
- Leadership : The ideal candidate will (at a minimum) exhibit the below leadership abilities:
- Make smart decisions that will have an impact on both business and people.
- Solve business problems having highest complexity level.
- Should be self-motivated and able to coach team for consistent high performance.
Preferred Qualifications, Skills and Capabilities:
- Previously worked in an insights function at a financial services firm or consulting firm supporting Financial firms.
- Have a strong grasp of big data disciplines, AWS, Agile (scrum) methodologies, and new technologies
- Are a lifelong learner and hold a growth mindset; we welcome individuals who geek out on industry podcasts, stay abreast of cutting edge techniques, and love to share what they are learning with the rest of the team
- Hands-on experience with standard data analytics tools and technologies (at least four of SQL, Python, SAS, Tableau, Alteryx) and automating processes to source, transform and analyze data from multiple sources including structured and unstructured data preferred
- Should have a very good understanding of IT processes and databases. Should be able to work directly with data owners/custodians and contribute in building analytics data hub
- Leadership drive, ability to analyze problems, design solutions, and communicate effectively and confidently with relevant stakeholders to influence and gain buy-in across various job functions
About Us
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
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.
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