JPMorgan Chase Business Analyst - National Sales - Consumer in Columbus, Ohio

The Chase National Sales team is an integral part of the Consumer Bank; a diversified and innovative team providing leadership and support for new sales strategies; driving changes for the Nation’s network of 5,300+ retail branches.

The Resource Effectiveness, Tools and Strategy Team is seeking a Business Analyst who can effectively balance ample knowledge of business needs and technology systems in order to create innovative strategies to support the many sales behavior and process changes related to the branch operating model and Customer Relationship Management.

This individual will be responsible for supporting the delivery dates for initiatives, working with cross functional teams, helping develop strategies with partners and other team members on the broader National Sales team and many other key stakeholders and prioritizing several initiatives with competing priorities that will have profound impacts to the 40,000+ branch employees and ultimately our customer base.

Responsibilities:

  • Support thevision of the Consumer Bank Branch Operating model, developing strategiesand delivering system enhancements that drive and match behavioral andprocess changes which promote building customer relationships

  • Support agilesessions by contributing to users stories, acceptance criteria, and UATtesting.

  • Liaison between the Client Central team (CRM tool) andbranch technical support

  • Review BTS calls related to CRM tool

  • Analyze trends and key issues to identify defects, andrecommend tool, training, and communications enhancements.

  • Enhance BTS SME documents, call handling, andescalation points

  • Feedback support

  • Review field feedback related to Client Central (Toolusability, behavioral challenges, enhancements, and system issues)

  • Use critical thinking and communication skills toidentify the root cause of feedback issues and provide the appropriateresponse and/or escalation

  • Analyze trends and key issues to identify defects, andrecommend tool, training, and communications enhancements.

  • Strategicplanning and agile creation of features and functionality to support theexecution of a new Customer Relationship Management (CRM) platform thatstreamlines development to deepen customer relationships and collaboratesas One Chase.

  • Maintain close connection with front line branchemployees by visiting and spending time in branches; representing thevoice of the field when introducing changes; monitoring and responding toemployee feedback to continue and improve sales tools/systems

  • Ability to balance short and long term deliverables onthe Sales Technology roadmap, both identifying and supporting initiatives;ensure delivery is timely and of the highest quality

  • Proven experience in CCB Branch business functions andknowledgeable about the strategic direction

  • Experience with technology based business applicationsand processes

  • Strong leadership & prioritization skills

  • Must be able to clearly communicate both written andoral with comfort and experience in presenting

  • Ability to make decisions and exercise judgmentindependently

  • Branch/front-line experience preferred

  • Proven ability to succeed in a fast-paced environment

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