Service Product Analytics Team - Quant Analytics Senior Associate

JPMorgan Chase & Co. • Wilmington, DE

2d

About The Position

The Service Product Analytics Team supports advanced analytics projects across Operations functions, channels, and products. The team derives insights about customers’ journeys across Service Operations by developing and implementing analytics strategies and solutions that 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, analyzing data, generating insights, and preparing and delivering presentations of findings. You will partner with product owners and groups, analyze customer interactions across channels, develop performance metrics and dashboards, and use enterprise data to create automated analytics 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, and Trifacta.
• Experience delivering analytics solutions using an Agile methodology such as Scrum or Kanban.
• Familiarity with AWS, data mining, statistical modeling, machine learning, and other advanced analytics methods.

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 cloud technologies such as Snowflake.
• Graduate degree in a related field.

Responsibilities

• Support and lead partnerships with Area Product Owners and Product groups, developing a strong understanding of business drivers, data, and processes.
• Support demand mitigation programs by providing data and analytics leadership across the servicing organization.
• Lead the development and reporting of Operations performance metrics and KPIs, using trend analysis, segmentation, optimization, and other analytical techniques to improve business performance.
• Analyze customer interactions and events across call, branch, online, and mobile channels to understand customer journeys and friction points.
• Contribute to business cases, construct test designs, 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 analyst in this role.
• Support the 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 building and updating business cases, conducting exploratory analyses, identifying product enhancement opportunities, developing feature performance metrics and dashboards, and presenting findings to stakeholders.
• Use customer, account, digital, telephony, financial, and operational data to develop appropriate automated data solutions.

Benefits

• Competitive total rewards package, including base salary determined by role, experience, skill set, and location.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior