Are you a seasoned analytics professional with broad knowledge of analytical concepts, tools, and technologies who can also tell the story to executive and non-technical audiences? This may be the right opportunity for you.
Job Summary
As a Analytics Manager in our Service Product Analytics Team, you will be responsible for deriving insights about our customers' journey across Service Operation by developing and implementing innovative strategies and advanced analytics solutions to improve the customer and service agent experience. You will be involved in all phases of the analytics lifecycle, including documenting data lineage, analysis scoping, data development, hypothesis development, data analysis, generating insights, developing, and delivering presentations of findings. Your projects will range from simple trend analysis to cross-channel journey analysis to prescriptive analytics. The common theme of all the projects is data mining, business judgment and collaboration to improve the customer experience. You will derive insights about our customer's journeys, develop and implement innovative strategies and advanced analytics solutions, then tell the story in an effective manner.
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Job Responsibilities
- Partner with our product groups to build understanding of business drivers and underlying data
- Collaborate with business owners to formulate quantifiable goals; advise on strategies and experimentation to achieve business goals
- Structure and lead execution of KPIs, trend analysis, dashboards and analyses including segmentations, optimizations, and other techniques to improve business performance.
- Collaborate across functions and LOBs to drive Analytics and Insights
- Import, clean, transform and validate data from multiple sources in preparation for analytics
- Analyze customer interactions and events across a variety of channels (calls, branch, online, mobile) to better understand customer journeys and friction points
- Contribute to business cases, construct test designs, and identify populations for pilot programs; Analyze program performance and derive insights to help inform future customer strategies
- Leverage a variety of analytical applications (SQL, R, Python, Alteryx, Tableau, Adobe Analytics etc.) to describe, analyze, and interpret trends and patterns in complex data sets.
- Prepare and deliver presentations summarizing insights and conclusions that remove the noise from data and highlight useful information, allowing leadership to make evidence-based decisions.
- Partner closely and collaborate with data management teams, strategy teams, and other analytics resources across multiple functional teams
- Develop and manage a small team of both onshore and offshore associates
Required qualifications, capabilities, and skills
- 10+ years of experience using analytical concepts and statistical techniques: hypothesis development, designing tests/experiments, analyzing data, drawing conclusions, and developing actionable recommendations for business units
- BS degree in a quantitative or related field
- Skilled using SQL, Python, Alteryx, Tableau and Adobe Analytics
- Talented people manager with solid team-leadership skills
- Self-sufficiency in querying and extracting data from Enterprise databases
- Robust analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
- Structured thinker and effective storyteller that can present fact-based recommendations in a clear, logical, and concise way
- Knowledge of big data disciplines, AWS, Agile (scrum) methodologies, and new technologies
- Superior ability to communicate effectively with all levels of management and partners from a variety of technical and non-technical business functions
Preferred qualifications, capabilities, and skills
- Master's degree and/or higher in relevant field preferred
- Experience with Machine Learning, AI and Cloud environments (AWS, Snowflake) preferred
Hybrid-60% in-office
Please note: Relocation assistance is not offered/supported for this role.
ABOUT US
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.