Quant Analytics Director

JPMorgan Chase & Co. • Wilmington, DE

1d • $171,000 - $260,000

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 the team's capabilities, turning complex quantitative and qualitative customer data into clear insights for senior leaders about changes in customer experience, their causes, business implications, and opportunities for action.

Working at the intersection of customer experience, analytics, and business strategy, the Director oversees loyalty measurement and connects survey feedback with customer, operational, behavioral, and financial data. The position informs business decisions, investment priorities, strategic initiatives, and customer loyalty goals, while advancing AI and analytical innovation. It also supports executive, Board committee, and regulatory reporting and promotes consistent customer measurement practices across Chase.

Requirements

• 10+ years of relevant professional experience, including significant experience in analytics, customer experience, strategy, or a related discipline.
• Bachelor's degree required; 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.
• Exceptional analytical and problem-solving skills, including synthesizing disparate information into clear themes, hypotheses, and actionable insights.
• Outstanding executive communication and presentation skills, including distilling complex analyses into compelling narratives for senior audiences.
• Ability to influence without direct authority and build consensus across businesses, functions, and leadership levels.
• Effective collaboration skills and a track 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 direction and priorities, allocate resources, and foster collaboration, innovation, curiosity, and accountability.
• Oversee analysis of Satisfaction, Net Promoter Score, and other customer experience measures across businesses, products, customer segments, and touchpoints; identify trends and their drivers.
• Connect survey feedback with customer, operational, behavioral, and financial data to identify pain points, loyalty drivers, and opportunities, and provide decision-ready recommendations.
• 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 strategic initiatives, set customer loyalty goals, and assess improvement efforts.
• Lead adoption of AI, advanced analytics, and emerging analytical techniques to analyze structured and unstructured customer feedback and improve insight generation 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, sharing best practices and strengthening the credibility and usefulness of customer experience metrics.
• Build trusted partnerships with business, product, analytics, and customer experience leaders across CCB and influence decisions through fact-based insights.
• Champion the voice of the customer in strategic discussions and translate feedback into opportunities for customer-facing teams, products, processes, and experiences.

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: Director