13 days old

Customer Experience Analyst - Global Supplier Services - Customer Experience

JPMorgan Chase & Co.
Columbus, OH 43215
  • Job Code

Customer Experience Analyst - Global Supplier Services - Customer Experience

Req #: 190104604
Location: Columbus, OH, US
Job Category: Corporate Staff
Potential Referral Amount: US Dollar (USD)

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 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.

With over 900 team members in 11 countries, JPMC’s Global Supplier Services (GSS) organization proactively works with line of business colleagues to identify and partner with suppliers who can provide the best price, quality, and capabilities to support JPMC’s business needs. GSS is a highly dynamic global organization comprised of multiple functional areas including Sourcing & Procurement, Third Party Operations & Controls, Customer Experience, and Corporate Insurance Services. These functions work together to manage over $17B of supplier spend with more than 27K suppliers in 48 countries.

GSS services include, but are not limited to, identifying the best suppliers to support business needs, purchasing goods and services from new and existing suppliers, mitigating risk in supplier relationships, paying suppliers seamlessly, and managing employee travel and related expenses. 

GSS Customer Experience

In April 2018, GSS formed the GSS Customer Experience team in an effort to improve the experience for the tens of thousands of JPMC line of business colleagues that GSS serves (“GSS Customers”). The team targets several key aspects of the customer experience including strategy & engagement, support, intelligence, and process Improvement. Key areas of focus include:

  • Understanding the step-by-step experience GSS Customers undergo when engaging GSS

  • Identifying and implementing process improvements to quickly resolve GSS Customer pain points

  • Providing the best customer experience to GSS Customers utilizing GSS services

  • Delivering GSS services that are easy to find, easy to access, easy to understand, and easy to use

The GSS Customer Experience team is further tasked with helping to drive a culture of “Customer Obsession” across GSS.

Position Summary:

The GSS Customer Experience Analyst will work under the Process Improvement & Customer Strategy team and will help to assess, monitor, and improve the products, services, and support offered to GSS Customers. The role will analyze current customer intelligence and help desk metrics and play a lead role in developing new customer behaviour metrics for the team.

Key Responsibilities:

  • Support the design and build of GSS Customer Experience reporting & analytics including enhance customer segmentation and product usage data
  • Perform end to end customer experience analysis
  • Explore and identify best sources of data to measure and monitor GSS services
  • Monitor and report key metrics (inquiry volumes, cycle times, KPIs, SLAs, etc.)
  • Build and manage presentations and dashboards to socialize team performance and key findings
  • Identify critical insights and analysis and present recommendations with plans to implement them
  • Ensure timely and appropriate escalation of any trends/performance issues
  • Develop and maintain automated queries or processes to efficiently extract and report data
  • Act as liaison between the GSS Business Intelligence and GSS Customer Experience teams
  • Ensure metrics data is accurate, relevant, and actionable
  • Proactively seek and recommend opportunities to improve GSS customer experience via improved systems, processes, and policies and procedures
  • Support ad-hoc requests for customer inquiry related reporting and analytics
  • Develop, review, and maintain reporting documentation
  • Assist with GSS team planning, structuring, and resource allocation
  • Provide other ad hoc customer experience support as requested by manager
  • Collaborate with other JPMC reporting and analytics teams to deploy best in class reporting and analytics practices


  • Bachelors degree preferred (will accept Associates degree with a CX related specialization)
  • 2+ years of business analysis and reporting experience required
  • Strong understanding of customer service and procurement related concepts
  • Ability to proactively identify cause/effect relationships
  • Ability to develop, analyze, & report at various levels of expertise - from basic to executive
  • A proactive approach to problem solving, taking ownership, and follow through
  • Ability to synthesize and analyze information and  develop actionable recommendations
  • Strong written and verbal communication skills with strong attention to detail and accuracy
  • Solid listening, analytical, critical thinking, and decision making skills
  • Skilled in project management,  requirements gathering, analysis and definition
  • A self-starter who can work independently and learn new systems and processes quickly
  • Excellent prioritization, multi-tasking, and time management skills
  • Highly skilled in Microsoft Excel with strong experience in creating analytical reports
  • Proficient in MS Outlook and Word – SharePoint knowledge a plus
  • Experience in Data Management, Data Modelling,  Data Strategy or Big Data a plus
  • Experience leveraging PowerPoint and Visualization tools (i.e. Tableau, Qlikview) a plus

To be considered for this role, you may be required to complete a video interview powered by HireVue.


Keyword: consumer%20banking


Posted: 2019-11-25 Expires: 2019-12-25

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Customer Experience Analyst - Global Supplier Services - Customer Experience

JPMorgan Chase & Co.
Columbus, OH 43215

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