JPMorgan Chase Commercial Card - VOC Analyst in New York, New York

The J.P. Morgan Commercial Card voice of the customer (VOC) team seeks a business analyst to report and analyze client feedback from a variety of listening posts across the end-to-end client experience. This position will focus on translating results from structured and unstructured data into actionable insights that point to client experience improvement opportunities. In addition, the business analyst will support the overall VOC and reporting framework, acting as a key point of contact on customer surveys and feedback tools with in-depth knowledge of how these systems work. S/he will partner with key stakeholders across the organization to communicate VOC results and insights, as well as drive client experience strategies.

Key Responsibilities:

  • Analyze, report, and communicate results from surveysfocused on customer experience

  • Analyzequalitative and quantitative data using the appropriate techniques tocreate clear and compelling reports that drive improvements in customer satisfaction (CSAT) and loyalty(NPS)

  • Maintain strongrelationships with VOC execution partners and product and process ownersto capture data

  • Identify customer needsfor future unstructured data analysis

  • Present analysis to key stakeholders andfacilitate discussions


  • Bachelor's degree in a quantitative discipline(statistics, applied economics, finance, mathematics, computer science); Advanceddegree in these quantitative disciplines and/or MBA preferred

  • 3+ years analytics experience within a customercentric industry

  • Superior analytic and problem solving skills

  • Ability to manage and prioritize multiple initiativesin a dynamic environment with tight timelines

  • Excellent written and verbal skills

  • Demonstrated proficiency in SAS, Python, orR and use of various analytical tools and techniques

  • Demonstrated proficiency with Microsoft Office (Excel,PowerPoint), Tableau

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