JOB DESCRIPTION
Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what's right and creating solutions that make lives better. Build your career on our strong foundation and help shape what's next for you and for us. Chase, a leading provider of diverse financial services worldwide, is actively seeking service-center team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction.
As a/an Business Analyst in Change Management in Fraud Consumer Protection Services (FCPS), you will lead process changes that drive measurable improvements in process performance, control effectiveness, and customer outcomes. You will conduct structured current-state discovery to identify breaks, bottlenecks, waste, and control pain points, then design future-state workflows with clear roles, handoffs, SLAs, and embedded controls. You will assess change impacts across people, process, technology, and risk/controls, translating insights into clear recommendations and tradeoffs. You will partner across FCPS teams to align stakeholders, manage dependencies, and drive decisions to closure with disciplined execution. You will leverage LLM/GenAI tools responsibly to accelerate analysis and documentation while validating outputs and ensuring appropriate data handling.
Job responsibilities
-
Maintain a constant focus on customer experience and the process flows that enable best-in-class service delivery
-
Coordinate implementation of policies and strategic changes and ensure consistent execution across FCPS teams
-
Lead current-state discovery through interviews, workshops, process mapping, and root-cause analysis
-
Identify process breaks, bottlenecks, waste, and control gaps and translate them into actionable problem statements
-
Design future-state processes with defined roles, handoffs, SLAs, exception handling, and embedded control points
-
Assess change impacts across people, process, technology, and risk/controls and document implications and readiness needs
-
Develop process improvement solutions that reduce risk, improve controls, and unlock efficiency and better outcomes
-
Use LLM/GenAI tools responsibly to draft documentation, requirements/user stories, test scenarios, and stakeholder-ready summaries, validating outputs
-
Manage delivery cadence by tracking risks and dependencies, escalating blockers early, and driving decisions to closure
-
Present findings, options, and recommendations to senior leadership through clear written deliverables and verbal presentations
Required qualifications, capabilities, and skills
-
Proven ability to analyze complex end-to-end processes, identify gaps and root causes, and translate findings into implementable improvements
-
Strong change management execution skills including change impact assessment, stakeholder management, and coordination across multiple teams
-
Demonstrated ability to prioritize effectively, act with urgency, and proactively escalate to achieve results
-
Strong analytical and problem-solving skills with the ability to convert ambiguity into structured workplans, options, and recommendations
-
Strong interpersonal and communication skills with the ability to influence across levels and tailor messaging to the audience
-
BA/BS degree or equivalent work experience
Preferred qualifications, capabilities, and skills
-
2+ years of people management experience
-
Track record of delivering measurable process improvements (e.g., cycle time reduction, defect reduction, risk/control improvements, improved customer outcomes)
-
Hands-on experience using LLM/GenAI tools to accelerate documentation, analysis, and change enablement with strong validation practices
-
Experience supporting process improvement initiatives and/or system implementations including UAT support and post-implementation validation
-
Ability to challenge current-state processes, propose multiple solution paths, and clearly articulate tradeoffs
-
Excellent written and verbal communication skills including executive-ready storytelling and presentation
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.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.
