Data Visualization-Customer Experience Analytics - Senior Associate

Job Description

About Data & Analytics: CCB s Data & Analytics Team unifies data and analytics talent across Chase to responsibly leverage data to build competitive advantages for our businesses with value and protection for customers. The team encompasses a variety of data and analytics disciplines, from data governance and data strategy/partnerships to reporting, data science and machine learning, and are actively engaged in ensuring impact at the front-line and for our customers through Sales, Marketing and Operations transformations. We have a strong partnership with our dedicated Technology partners, who provide us with our cutting edge data and analytics infrastructure. Joining CCB Data & Analytics means you sit in the engine that powers Chase with insights, providing an opportunity to materially impact both our customer and business outcomes. The team also offers significant learning and mobility opportunities for career development and future growth. Position Overview: Chase is on a mission to deliver a customer-obsessed experience by improving clock speed and providing first-class customer interactions. Across the organization we are all committed to transforming the way we work and how we deliver value against our business objectives. We favor rapid, iterative design to once and done project work and prefer new design to improving on the status quo, all in a way that allows us to plug and play instead of depending on outdated technology builds. To achieve that mission, we have launched cross-functional customer journey teams that enable us to continuously design, deliver and validate new functionality and foster an environment where we can quickly improve the customer experience.The Data Visualization Analytics Senior Associate is part of the Customer Experience Analytics (within CCB Data & Analytics organization). This dynamic position will be focused on cross-channel and cross-product analytics and data visualization; that is, focused on analyzing our customers experience across various card and retail product and lines of business, designing and building dashboards with Tableau, visualizing data and insights for the executives, and driving our business growth by providing innovative ideas and actionable insights.Our business is based on a strong culture of highly-informed decision-making. As such, the successful candidate will be one who is able to scan across a large ecosystem of data, research, and convert data to meaningful insights and smart dashboards, in order to develop and influence critical initiatives across teams and channels.You will serve as an expert in leveraging the agile process to deliver on a wide range of business and product-focused visualizations including building and maintaining smart dashboards, exploratory analysis to identify product enhancement and automation opportunities and crafting data stories and presentations of key findings to stakeholders. You will also leverage enterprise data to develop the right automated data solutions using a mix of customer, account, digital, telephony, financial and operational data. You will have the opportunity to work collaboratively with partners such as Service Product Group, Claims & Disputes Product organization, Machine Learning and Intelligence Operations, Finance, Marketing, Area Product Owners, Operations specialists, and other analytics teams across CCB. Key Responsibilities include:
• Design, develop, and maintain product/non product Ops Analytics dashboards for the Strategic Insights group and teams across CCB Ops and Product teams using data visualization tools such as Tableau, Adobe Analytics and other BI tools
• Ability to perform data analytics using Alteryx/SQL/Python and hands on experience in investigative and prescriptive analytics
• Interpret and analyze the insights from Tableau-based dashboards & interactive analytic suites to identify and present actionable opportunities and monitor the comparative effectiveness of various initiatives across teams
• Package and present data and insights in an executive and visualized format. Prepare and automate the data needed for Tableau dashboards, including any statistically derived metrics or benchmarks; and uses multiple analytic tools and data sources to support those objectives, including Tableau, Alteryx, Python, SQL, and Excel.
• Pro-actively identify key growth areas and opportunities and communicate recommendations to the leadership team and various operation and strategy teams across the firm to influence and fine-tune our ops strategies.
• Collaborate with cross-functional strategy teams to design and deliver customized analyses and strategic roadmaps, and synthesize the data into actionable insights to influence and drive business across CCB D&A organization
• Support & lead partnerships with key Ops stakeholders and Ops Product groups with strong understanding of business drivers, underlying data and processes
• Analyze customer interactions and events across a variety of channels (calls, branch, online, mobile) to better understand customer journeys and friction points
• Prepare and deliver presentations summarizing sharp insights and conclusions, often for executives, leadership teams and business partners in regularly-scheduled analytics meetings chaired by the analyst in this role
• Support the creation of automated visualizations using Tableau, Adobe Analytics, to measure the impact of implemented products and provide management with self-service tools to explore and report on current trends of key metrics
• Embrace a growth and learning mindset; proactive and creative; collaborative, team-oriented and client-focused; motivated by business and technical challenges
Qualifications and Required Skills:
• 8-10 years of related experience in data visualization, analytics and data driven strategy roles
• Bachelors degree in a quantitative discipline such as business, finance, economics, engineering, statistics, information system, or mathematics; Master s degree in a STEM field preferred
• Able to communicate effectively with Senior leaders to enable collaboration, decision-making, and transparency, with great presentation skills
• Strong Tableau and Tableau Server knowledge and skills; other visualization designing tools such as Illustrator, Adobe Analytics or equivalent is a plus
• Excellent analytical ability as well as hands-on experience with analytical and statistical packages/databases (e.g. Alteryx, SQL or equivalent); experience with big data technologies and machine learning is a plus
• Ability to analyze, interpret and translate metric performances into insights and recommendations, and package and present projections, performance trends, and performance outlooks in an executive format
• Experience with data automation or data wrangling ETL tools such as Alteryx, Trifecta or equivalent
Preferred qualifications, capabilities, and skills
• Demonstrated experience in analyzing voluminous data from raw sources
• Ability to conduct research into data mining issues, practices, and products as required
• Demonstrated problem solving skills, especially in a fast-paced environment
• Understanding of the key drivers within the customer journey across card, retail and auto lines of business is preferred
• Self-motivated, goal-oriented, and able to manage and deliver in an innovation-driven and fast-paced environment
• Should have a very good understanding of IT processes and databases. Should be able to work directly with data owners/custodians and contribute in building analytics data hub
• Flexibility/adaptability, ability to listen and defend or change direction based upon team and stakeholder consensus
• Superior judgment to mitigate risk, and to foster an environment where risk/control issues are escalated and trends are anticipated and identified
• Acting with integrity, and protecting our company, clients and customers
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran. ,

Keyskills :
customer relationsinsurancequalitysalesmisbig dataetl toolsdata miningdata scienceagile processdata analyticsdata wranglingdata solutionsproblem solvingdata governance