Quant Analytics Director

JPMorganChase•Wilmington, NC

About The Position

The Quantitative Analytics Director, Customer Loyalty Analytics, leads a team of approximately six analysts and advances a consistent, credible, insight-driven approach to customer measurement across Business Banking, Consumer Banking, and Wealth Management. The role sets analytical priorities and develops team capabilities to turn complex quantitative and qualitative customer data into clear insights for senior leaders about changes in the customer experience, their causes, business implications, and where action can have the greatest impact. Operating at the intersection of customer experience, analytics, and business strategy, the director oversees customer loyalty measurement and analysis, connects customer feedback with operational, behavioral, and financial data, and translates findings into decision-ready recommendations. The role also leads the adoption of AI and advanced analytical techniques, supports executive and regulatory reporting, promotes consistent customer measurement practices across Chase, and builds cross-functional partnerships to influence customer experience priorities.

Requirements

10+ years of relevant professional experience, including significant experience in analytics, customer experience, strategy, or a related discipline.
Bachelor's degree required; a degree in a quantitative, analytical, business, or related field is preferred.
Demonstrated people-management experience leading, developing, coaching, and motivating analytical talent.
Ability to set direction for an analytical team, manage competing priorities, and deliver high-quality work through others.
Experience translating complex data and customer insights into strategies, recommendations, and measurable business actions.
Strong knowledge of customer experience measurement, survey research, customer satisfaction, and/or loyalty analytics.
Ability to connect customer feedback with behavioral, operational, and financial data to develop a holistic view of business performance.
Experience applying AI-based tools and/or advanced analytical techniques to quantitative or qualitative data.
Strong analytical and problem-solving skills, including synthesizing disparate information into themes, hypotheses, and actionable insights.
Exceptional executive communication and presentation skills, including the ability to explain complex analyses clearly to senior audiences.
Ability to influence without direct authority and build consensus across businesses, functions, and leadership levels.
Strong collaboration skills and a record of building trusted partnerships in complex, matrixed organizations.
Intellectual curiosity, sound business judgment, and a self-directed approach to identifying and solving high-value business problems.
Commitment to analytical objectivity, accuracy, and integrity.
Strong Microsoft Office skills, particularly PowerPoint and Excel.

Nice To Haves

5+ years of experience in banking or financial services.
Experience leading analytics, customer insights, or quantitative research teams within a large, complex organization.
Experience designing, managing, or analyzing large-scale customer survey or Voice of the Customer programs.
Experience linking customer experience measures to financial outcomes, customer behavior, retention, or relationship depth.
Experience using advanced analytics, AI, natural language processing, or related techniques to analyze customer feedback at scale.
Experience developing analytics and communications for executive, Board, or regulatory audiences.
A degree in a quantitative, analytical, business, or related field.

Responsibilities

Lead, coach, and develop a team of approximately six analysts; set priorities, allocate resources, and foster collaboration, innovation, curiosity, and accountability.
Oversee analysis of Satisfaction, Net Promoter Score, and other customer experience measures across lines of business, products, customer segments, and touchpoints.
Identify customer experience trends and determine the drivers of improvement or deterioration.
Connect survey feedback with customer, operational, behavioral, and financial data to identify pain points, loyalty drivers, and opportunities.
Translate complex analyses into clear, decision-ready recommendations for business leaders.
Partner with analytics and business teams to connect customer experience to balances, revenue, retention, and attrition, and evaluate the economics of addressing customer pain points.
Use customer and business insights to help leaders prioritize investments, evaluate initiatives, set customer loyalty goals, and assess the effectiveness of customer experience improvements.
Lead adoption of AI, advanced analytics, and emerging techniques to generate insights from structured and unstructured customer feedback and improve analytical discovery, quality, and scalability.
Support executive scorecards and management reporting for senior CCB leaders, the Public Responsibility Committee of the Board of Directors, and external regulatory agencies.
Promote consistent analytical standards and customer measurement practices across Chase and share best practices.
Build trusted partnerships with business, product, analytics, and customer experience leaders across CCB, and influence decisions through fact-based insights.
Bring an objective, customer-centered perspective to strategic discussions and translate customer feedback into actionable opportunities for customer-facing teams, products, processes, and experiences.