JPMorgan Chase Sr. Data Scientist - Merchant Services Enterprise Call Center - Phoenix, AZ in Phoenix, Arizona

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

Within Chase, Merchant Services is a leading provider of merchant services, offering proprietary platforms that enable integrated solutions for all payment types, including credit, debit, prepaid stored value and electronic check processing as well as digital, alternative and mobile payment options.

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. With a focus on customer service, you’ll put others first, do what’s right and create solutions that make lives better. We invite you to build your career on our strong foundation and help shape what’s next – for you and for us.

This position will report to the Executive Director for Enterprise Call Center (ECC) Merchant Services (MS) Operations. MS ECC Ops provides multi-faceted customer service and technical trouble shooting assistance for all our customer segments in a 24x7 environment.

Job Description

  • Drive business direction and decisions with data analysis, machine learning, and statistical modeling in a fast paced and increasingly agile minded environment

  • Drive WFM improvements, own capacity planning for OPS. Establish better cost per call insights and drive effectiveness across the business with acquired insights.

  • Evaluate the current operational environment and identify opportunities to leverage advanced analytics to solve business problems.

  • Improve and drive workforce management operational discipline, Budget, Capacity Plan and related financial goals and objectives; accountable for achieving new insights and overall results

  • Generate deep insights through the analysis of data and understanding of operational processes and turn them into actionable recommendations.

  • Perform advanced quantitative and statistical analysis of large datasets to identify trends, patterns, and correlations that can be used to improve business performance.

  • Become a subject matter expert and trusted advisor in the CALL CENTER analytics discipline.

  • Acts as a primary contact with senior managers in several business functional areas. Probes for unidentified business needs and explores opportunities for team to develop appropriate, data-based approaches to those needs

  • Manages effective engagement in initiatives which require the development and deployment of advanced analytical solutions; may include hands on model development for the most complex business needs.

  • Effectively communicate with project team members and sponsors throughout the project or spring lifecycle (status updates, gaps/risks, roadblocks, testing outcomes, etc.).

  • Directs business-impacting activity of team, and articulates to senior management business plans and results of initiatives

  • Develop presentations to summarize and communicate key messages to senior management sponsors and colleagues. Expert story teller / Executive level presentation development.

  • Work independently and collaboratively (as needed) within the team to achieve the desired outcomes of an analytical project.

  • Actively contribute to the continuous learning mindset of the organization by bringing in new ideas and perspectives that stretch the thinking of the group.

  • May manage employees and/or managers

Superior Analytical Skills:

  • Outstanding critical thinking and problem solving skills

  • Has an “engineering mindset”

  • Self-starter mentality with the ability to delegate/collaborate with others

  • Ability to translate ambiguous business problems into a conceptual analytical and technical architecture

  • Passion for continuous learning and professional development

  • Deep curiosity, creativity and imagination

Strong Business Acumen:

  • Ability to influence and become a trusted advisor

  • Ability to partner closely with team members and business sponsors to clearly define the requirements of proposed solutions

  • Ability to translate technical details, observations and results into business language

  • Proven effective communication and presentation skills

  • Ability to effectively navigate an occasionally ambiguous, semi-structured work environment

  • Ability to thrive in both independent and collaborative work environments

Experience and Technical Skills Required:

  • 8+ years’ experience developing predictive models, forecasting models and/or machine learning algorithms in a large-scale, corporate environment, financial services or front line operations. Call center management experience highly preferred.

  • BS or MS in engineering, business, MIS, economics or related field. MBA preferred

  • Demonstrate excellent organization skills throughout the development of analytical solutions (data analysis documentation, hypothesis documentation, code management, partner education, execution needs, etc.).

  • Strong acumen for advanced problem solving, driven by intellectual curiosity

  • Hands-on experience with a wide variety of predictive modeling, machine learning, data mining, time series forecasting and optimization algorithms

  • Demonstrated experience working with production-type applications and full knowledge of waterfall and agile development lifecycle

  • Capable of researching and navigating large scale data environments and ability to work efficiently with very large datasets

  • Proven ability to strategically manage complex, highly-visible analytical business priorities from concept through implementation

  • Experience leveraging job automation applications and environments

  • Expert at managing all facets of the analytical project lifecycle (data exploration, hypothesis testing, code development, testing/validation, model deployment, etc.)

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