24 days old

Merchant Services - VP, Business Analysis Manager - Client Experience - Wilmington, DE - Plano, TX

JPMorgan Chase & Co.
Plano, TX 75074
  • Job Code
    190073035_1

Merchant Services - VP, Business Analysis Manager - Client Experience - Wilmington, DE - Plano, TX

Req #: 190073035_1
Location: Plano, TX, US
Job Category: Marketing/Communications
Potential Referral Amount: 0 US Dollar (USD)
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone.   For more information, go to Chase.com.

Chase Merchant Services is the global payment processing business for JPMorgan Chase & Co.   Merchant Services is the world’s leading merchant acquirer with over $1 trillion in annual transaction volume in 2016. ChaseNet is a customized closed-loop proprietary payments platform, and Chase Pay is the firm’s new digital wallet that makes mobile transactions simple, safe and rewarding.  Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies.
 
Here at Chase, we focus on our customers first and foremost.  Our employees are initiators, collaborators, and results oriented individuals.  They have a knack for looking at the details, and finding solutions to everyday challenges.  As a Chase employee, you’ll be part of a company that makes a real difference every day for our customers, our communities and ourselves. We focus on customers’ best interests and strive to exceed expectations by listening to and anticipating their needs.  Our employees are empowered to put our customers at the center of all we do, focus on doing what’s right, and create solutions that make their lives better.
 
This role has a meaningful impact on improving the Client Experience across Merchant Services by performing advanced analytics and data overlays to create actionable insights from data collected from all feedback posts (surveys, verbatim, call monitoring, complaints, and various other sources) and then translating analytics into actionable recommendations for CMS to pursue.  This leader will be responsible for understanding what drives customer satisfaction and driving accountability through the leadership of dedicated initiatives aimed at improving our client experience across all CMS business segments: Sales, Product, Finance, Risk, & Operations.  As a primary source of insights, the role provides critical data and analytics services to Chase Merchant Services as we leverage new tools (e.g. Alteryx) and data platforms (e.g. data lake) to improve insights and bring issues to the foreground.
 
Responsibilities
  • NPS – setting goals, understanding trends, awareness and education
  • Provide data overlays to existing data to further our understanding of key dissatisfiers
  • Perform advanced analytics (e.g. develop a client wellness score based on multiple inputs; attrition analysis; pricing overlays) to move beyond traditional one-dimensional reporting
  • Understand drivers of satisfaction across various client sizes
  • Support the e2e customer journey mapping through analyzing key interaction points
  • Use of data analysis to drive fact based recommendations
  • Drive initiatives for process improvement against top dissatisfiers and top reasons for complaints

Skills

  • Naturally think-of-the-customer-first; be customer obsessed
  • Exposing actionable insights to influence and drive action across the business
  • Ability to translate complex analytics into a clear and simple recommendation
  • Strong leadership skills to be able to challenge colleagues, escalate repeat issues and drive long term fixes to improve the customer and employee experience
  • Strong strategic thinking; a visionary mindset always seeking ways to enhance processes that improve the client experience
  • Ability to communicate effectively with senior leaders, xLOB working group, and key clients to convey accurate and concise storylines

Qualifications

·         Bachelor's degree in a quantitative discipline such as business, finance, economics, engineering, or mathematics.  MBA preferred.  

·         7+ years of Data analytics experience 

·         3+ Years of strategy analytics in Product, Marketing, Finance or Risk. Financial services industry experience 

·         Demonstrated experience in analyzing voluminous data from Raw sources 

·         Hands-on experience with SAS/SQL or  Equivalent  

·         Payments industry knowledge preferred

·         Demonstrated proficiency with Microsoft Office (Excel, PowerPoint)


Keyword: card%20services

Categories

Posted: 2019-10-23 Expires: 2019-11-22

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Merchant Services - VP, Business Analysis Manager - Client Experience - Wilmington, DE - Plano, TX

JPMorgan Chase & Co.
Plano, TX 75074

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