JPMorgan Chase Customer Experience Lead, Lewisville Tx, Phoenix Az in Lewisville, Texas

Job Description

As part of the Customer Experience team, the Customer Experience Business lead will identify top customer pain point trends within customer base of the business they cover. The Lead will create fact-based insights that will assist with improving the customer experience within the Home Lending Servicing and Default organizations. The Lead will be responsible for identifying, monitoring, and reporting on business initiatives to improve the customer experience and help the business meet target goals.

The successful candidate will demonstrate a strong customer focus, leadership capabilities, an analytical mindset, advanced knowledge of Home Lending Servicing and Default, and the ability to effectively communicate to senior business partners. The Lead will work in a fast-paced team environment and is required to be flexible and meet deadlines.

Job Responsibilities (at a minimum)

  • Create a thorough, fact-based understanding of who customers are, what they need, what their behaviors are, and identify opportunities across the business

  • Help quantify customer strategies by conducting exploratory analyses to support fact-based decisions; must be able to build a business case for actions focused on improving the customer experience

  • Lead strategic analytical projects to gain greater insight into customer behavior, value, potential, and risk; develop and deliver recommendations for customer experience improvement to business partners

  • Collect and analyze data across multiple customer input sources to study trends and instigate deep dive analysis to come up with recommendations for improving the customer experience; sources include internal and external satisfaction studies, employee feedback, and complaints

  • Using analytical insights, identify opportunities to improve the customer experience whether through efficiency or growth

  • Ability to document and communicate trends from feedback provided by the customers in various forms such as complaints, surveys, social media, etc.

  • Provide customer experience insights to our business partners on a regular basis with clear and concise communication

  • Develop and maintain positive and effective working relationships with peers and business partners

  • Partner with other subject matter experts in the monitoring, evaluation and continuous refinement of the customer treatment strategies to ensure they have the impact intended

Skills/Experience Required

  • Bachelor’s Degree (Statistics or other analytically - related discipline strongly preferred)

  • Minimum of 5 years in Home Lending preferably a strong background in Mortgage Servicing and Default

  • 5-7 years of analytical experience in consulting, business or related field; direct exposure to Home Lending products and services is a must

  • Ability to lead and direct an analyst on areas of focus for customer experience trending

  • Excellent quantitative, analytical and problem solving skills. Knowledge of statistical techniques and data mining concepts and approaches is a plus

  • Detail oriented with ability and drive to deliver high quality work

  • Exemplifies the highest standards in words and actions; can also translate big picture into impact details

  • Highly organized and ability to manage multiple tasks while meeting deadlines

  • Strong written and oral communication skills are a must. Ability to communicate findings of complex analyses in a clear and concise manner to business partners

  • Results oriented, self-starter with ability to work independently and manage multiple projects and priorities

  • Proven proficiency in Microsoft Office Suite, especially Excel and Powerpoint with PitchPro

  • Experience with Microsoft Sharepoint preferred

  • Tableau experience a plus

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.