23 days old

Chase Card Services - Marketing Analytics Manager - Customer Experience Analytics and Insights

Wilmington, DE 19801
  • Job Code

Chase Card Services - Marketing Analytics Manager - Customer Experience Analytics and Insights

Req #: 190068709
Location: Wilmington, DE, US
Job Category: Marketing/Communications
Potential Referral Amount: 0 US Dollar (USD)
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. Chase Consumer & Community Banking serves nearly 60 million households and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Chase Card Services consists of two businesses: Consumer and Small Business and Commercial Card. The No. 1 credit card issuer in the U.S. based on loans outstanding.

The Role


This individual plays a critical role on the Chase Card Services Customer Experience team, leading the analysis of all voice-of-customer data and helping to develop the agenda for driving customer experience improvements.  This includes interpreting customer satisfaction and loyalty data and identifying actionable opportunities for us to make continued progress with JD Powers results, Net Promoter Scores and reducing customer complaints. 


Responsibilities include:

·      Lead the analysis of all customer feedback information including complaints, Net Promoter Scores, JD Powers and employee feedback; proactively identify key themes, issues and opportunities related to customer experience

·      Become the expert in Card Services on all voice-of-customer information and insights into what’s most important to our customers

·      Partner with key stakeholders from across the organization to understand key customer pain points, identify our most significant opportunities to improve, and track our progress on key initiatives

·      Develop a detailed understanding of the competitive landscape, including CCS’s relative strengths, gaps and opportunities on key capabilities and practices

·      Prepare and deliver updates for senior leaders, including the Card Executive Team, communicating where we stand, what our most significant competitive gaps and opportunities are, and progress on customer experience improvements. 

·      Develop the end-to-end complaints forecast for Card, collaborating closely with functional areas on trends, watch items and impacts of planned initiatives.


·      Bachelors Degree required , masters preferred

·      6+ years of related analytic and/or marketing experience

·      Strong analytical skills; ability to work with data and turn it into actionable information and insight; skilled in Excel and PowerPoint; SAS programming a plus but not mandatory

·      Strong communication skills, both written and oral, with the ability to present information clearly to senior leadership including the Card Executive Team

·      Thought leadership, strategic acumen and intellectual curiosity

·      Ability to work in a fast-paced, demanding environment balancing multiple tasks
and deliverables

·      Focus on delivering quality, timely results

    Keyword: consumer%20banking


    Posted: 2019-07-31 Expires: 2019-09-18

    For over 200 years, JPMorgan Chase & Co has provided innovative financial solutions for consumers, small businesses, corporations, governments and institutions around the world.

    Today, we're a leading global financial services firm with operations servicing clients in more than 100 countries.

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    Chase Card Services - Marketing Analytics Manager - Customer Experience Analytics and Insights

    JPMorgan Chase & Co.
    Wilmington, DE 19801

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