Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America's households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,200 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to Chase.com.
Chase is undertaking an aggressive digital transformation agenda, which builds on the success of the current mobile and online service offerings. Chase is investing in innovative ways to deepen customer engagement and profitability through the use of digital channels. The ambition is to position Chase as the undisputed leader in digital financial services and payments and to enable Chase to deliver the highly personalized, real time experiences that customers increasingly expect.
Customer and Channel analytics is tasked with measuring and analyzing the current customer experience when using the bank’s web and mobile products and to provide actionable recommendations to enhance the consumer experience in order to build long term, profitable customer relationships.
This Data Analyst role will be responsible for measuring and analyzing the customer experience when using business and commercial banking platforms specifically; CBO, Chase Connect, and JPMACCESS to provide actionable insights and recommendations to enhance the customer experience in order to build long term, profitable customer relationships. As a Data Analyst, you will be responsible for looking at data across multiple channels; web, mobile, and call centers.
In this role, you will work as a member of a cross-functional team to improve the online and mobile experience for our customers. You will be responsible for building relationships with Product partners and delivering actionable Business Intelligence in clear and compelling terms. You’ll have a passion for data visualization and deep analytical understanding.
Identify specific customer journeys and deliver actionable insights and recommendations to improve customer experience for business and commercial banking clients. Specifically, building analytics for how users are navigating digital platforms and identify ways to improve the experience.
Partner with product management to evolve and refine measurement frameworks and KPIs for Online and Mobile Customer Measurement
Measure and identify usage of features and functionality to prioritize product enhancements and features
Provide consultative support for Digital Product partners driven by fact-based findings
Build automated dashboards to report on customer journeys and KPIs across channels
Provide analysis, data visualizations and story- telling
Collaborate within Customer and Channel Analytics to enhance the quality and value of team deliverables
Work with Data Services and Analytics partners to enhance overall performance of Digital Analytics team
3+ years relevant experience analyzing online and mobile customer experiences
Demonstrated ability to define business KPIs and establish measurement frameworks
Structured thinker with passion for analyzing results and digging deeper
Hands on experience with behavioral and transactional analytics tools and techniques
Experience working with Business Intelligence (BI) platforms to deliver reports and scorecards
Experience with Tableau and Adobe Data Workbench preferred
Experience with SQL required
Ability to communicate effectively with business partners, and technical resources in analytics and data management
An understanding of social media trends and changes in the digital products/services space