Service Product Analytics Team - Quant Analytics Senior Associate

JPMorganChase•Wilmington, NC

About The Position

The Quant Analytics Senior Associate joins the Service Product Analytics Team, which supports advanced analytics projects across Operations functions, channels, and products. The team derives insights into customers’ journeys across Service Operations and develops innovative strategies and analytics solutions to improve customer and service-agent experiences. In this role, you will lead initiatives to improve customer and product experiences and reduce operating expenses for Operations Product Groups. You will participate in all phases of the analytics lifecycle, including documenting data lineage, scoping analyses, developing data, forming hypotheses, conducting analysis, generating insights, and preparing and delivering presentations of findings. You will partner with Area Product Owners and product groups, develop and report on performance metrics, analyze customer interactions across channels, support pilot programs and business cases, and create dashboards and automated data solutions.

Requirements

Bachelor's degree in a quantitative or related field.
At least 5 years of related experience.
Proficiency in SQL for data querying and manipulation.
Hands-on experience with standard data analytics tools and technologies, including SQL, R, Python, Tableau, Alteryx, Hadoop, Hive, Spark, Impala, Sqoop, RDBMS, or Trifacta.
Experience delivering analytics solutions using an Agile methodology such as Scrum or Kanban.

Nice To Haves

Hands-on experience writing code and automating processes to source, transform, and analyze structured and unstructured data from multiple sources.
Familiarity with AWS, data mining, statistical modeling, machine learning, and other advanced analytics methods.
Familiarity with cloud technologies such as Snowflake.
Graduate degree in a related field.

Responsibilities

Support and lead partnerships with Area Product Owners and product groups, developing an understanding of business drivers, data, and processes.
Provide data and analytics leadership across the servicing organization to support demand mitigation programs.
Lead the development and reporting of Operations performance metrics and KPIs.
Use trend analysis, segmentation, optimization, and other analytical techniques to improve business-function performance.
Analyze customer interactions across calls, branches, online, and mobile channels to 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 inform customer strategies.
Prepare and deliver presentations of insights and conclusions, often to executives, in regularly scheduled analytics meetings chaired by the role.
Support creation of dashboards and visualizations to measure product impact and provide management with self-service tools for exploring and reporting trends in key metrics.
Use Agile processes to deliver business- and product-focused analytics, including updating business cases, conducting exploratory analysis, identifying product enhancement opportunities, developing feature performance metrics and dashboards, and presenting data stories and findings to stakeholders.
Use enterprise customer, account, digital, telephony, financial, and operational data to develop appropriate automated data solutions.
Participate in analytics lifecycle activities, including documenting data lineage, scoping analyses, data development, hypothesis development, analysis, insight generation, and presentation of findings.