Bulge Bracket Investment Banks

Customer Loyalty Analytics Specialist - Associate

at J.P. Morgan

JuniorNo visa sponsorshipData Science/AI/ML

Posted a month ago

No clicks

Compensation: Not specified
City: Wilmington
Country: United States

Join the Data & Analytics team to support and execute customer satisfaction survey projects that inform business decisions and improve customer journeys. You will process survey invitation files, validate and remediate data quality issues, design surveys, and serve as a subject matter expert on survey tools. The role requires collaboration with cross-functional stakeholders, documentation of findings, and delivering actionable insights to drive improvements across channels and products.

Location: Wilmington, DE, United States

Join our team to help shape the future of customer experience at Chase. You’ll have the opportunity to grow your career, develop your skills, and make a meaningful impact for our customers and business. We value your expertise and offer a collaborative environment where your contributions matter.

As a Customer Loyalty Analytics Specialist in the Data & Analytics team, you will support and execute customer satisfaction survey projects that inform our business decisions. You will work closely with stakeholders to ensure data quality and deliver insights that drive improvements in customer journeys. You’ll be part of a team that values innovation, partnership, and a commitment to delivering the best outcomes for our customers.

You will collaborate with cross-functional teams and leverage advanced analytics to enhance our understanding of customer needs. The role offers exposure to a variety of channels and products, and provides opportunities to develop expertise in survey design, data validation, and process improvement.

Job Responsibilities

Develop and execute customer satisfaction survey projects across multiple business lines

Process survey invitation files and apply data validations

Capture and remediate data quality issues, document findings, and establish monitoring

Organize and complete work within established timeframes, collaborating with stakeholders

Serve as a Subject Matter Expert for survey tools and functionality

Design surveys, identify issues, and resolve problems

Partner with business teams to define requirements, conduct testing, and provide support

Participate in discussions with management, effectively challenging opinions and judgments

Interface with various teams to gather information on processes and controls

Multi-task ongoing development of existing projects

Ensure accuracy and completion of all assigned tasks

Required Qualifications, Capabilities, and Skills

Bachelor’s degree

Minimum two years’ experience in a financial services organization

Intermediate experience with MS Access

Intermediate experience with Excel

Strong analytical and problem-solving skills

Excellent documentation skills

Ability to work independently and manage multiple projects

Effective communication and interpersonal skills

Strong negotiation and influencing abilities

Sound judgment and discretion

Attention to detail

Preferred Qualifications, Capabilities, and Skills

Experience with survey design and data validation

Familiarity with customer experience analytics

Ability to collaborate with cross-functional teams

Experience supporting process improvement initiatives

Advanced written and verbal communication skills

Experience in stakeholder management

Knowledge of data quality monitoring best practices

Drive customer satisfaction survey projects and deliver actionable insights to enhance customer experience across Chase.

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Bulge Bracket Investment Banks