Employer Description

Professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success. Global Supplier Services (GSS) manages the source-to-pay cycle, engaging with suppliers, negotiating contracts, conducting risk assessments and evaluating the customer experience. Global teams support sourcing, third party oversight, procurement and payment operations, supplier relationship management and customer experience. JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. We recognize that our people are our strength and the diverse talents they bring to our global workforce and 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Job Description Equal Opportunity Employer/Disability/Veterans

Comprised of ~90 employees located across the U.S., India, Poland and the Philippines, the Customer Digital Experience (CDX)team has been tasked with helping improve the employee experience through expansion and fortification of Digital Servicing channels across the Chief Administrative Office (CAO).

The Digital Product Analytics Associate will help drive innovation and strategic initiatives across CAO/CDX by delivering advanced data analytics. These analytic insights will help product managers accelerate their efforts to centralize support across CAO, via help portal for finding support and a virtual agent to improve employee experience.

Key Responsibilities:

• Perform data analytics across CDX channels: virtual agent chat, live agent chat, helpdesk tickets, mobile app usage, web portal usage, and Qualtrics customer satisfaction survey data
• Responsible for the collection, analysis, reporting, and interpretation of data
• Partner with the Business Intelligence & Analytics team to build and maintain robust visualizations
• Partner with technology teams (Application Developers) to enhance data feeds, maintain quality, and deepen the maturity of insights
• Perform technical user base analysis for customer insights and profile/persona building
• Proactively identify customer needs and behaviors through analysis that uses disparate data sources
• Strategically identify, prioritize, and pursue the industrialization/automation of ad hoc analyses
• Identify technical engineering enhancements to data ecosystem and coordinate the implementation
• Take an active role in supporting analysis that informs:
  • VA chat conversation design and content enrichment
  • VA performance monitoring and continuous improvement
• Develop materials for executive audiences, used to influence product roadmap and strategy
• Provide data informed insights and analytics to the marketing and communications team
• Proactively seek and recommend opportunities (innovation, automation, etc.) to improve CAO customer experience via improved systems, processes, and products
• Create industrialized insights into ROI by joining cost and benefit metrics together to inform team planning, structuring, and resource allocation
• Develop (or build on) a deep understanding of VA (Virtual Agent) product and capabilities
• Partner with the CSAT surveying Qualtrics team to incorporates user feedback, sentiment, and survey data into analytics
• Offer thought leadership, creative thinking to initiatives and partnerships with other stakeholders
• Champion the alignment and maturity of data analytics across the organization

Qualifications:

• Bachelor's degree preferred
• 2+ years in analytics, data visualization, computer science engineering, or data science preferred
• Possesses abilities in the collection, analysis, reporting, interpretation of data, and development of actionable recommendations
• Possesses a moderate understanding of concepts related to automation, AI/ML, and chatbots
• Knowledge of technical acumen regarding database platforms and data management is preferred
• As a baseline, has a high-level understanding of CAO (Corporate Administrative Office) related functions
• Possesses working experience in Technology Product Management or a technology organization is preferred
• Possesses experience with the Agile delivery model, a plus
• Is a very effective communicator, both written and verbally, with the ability to concisely relay the message, have the difficult conversation, and relay the successes
• Is someone who values teamwork, collaboration across all levels of the organization
• Possesses excellent listening, analytical, critical thinking, and decision making skills
• Has excellent organizational skills, including prioritization, multi-tasking, and time management
• Experience with chatbot or virtual agent (product owner or technical) a plus
• UX/UI design experience, cognitive engineering experience, a plus
• Experience in survey design, development, implementation, and reporting, a plus
• Customer Experience professional certification (CXPA, UXPA, etc.) or training, a plus
  • Skills:
    • Visualization tools (Splunk, Tableau, QlikView, etc.)
    • Data Analytics (Alteryx, SQL, VBscripting, SQL Server, C++, etc.)
    • Data Management
      • Database utilization skills (e.g. ETL tools, querying, extraction, manipulation)
      • Data feed configuration (API's etc.)
    • Experience Analytics Platform (Qualtrics, SurveyMonkey, etc.)
    • Experience with Atlassian's Jira & Confluence, a plus
    • IPSoft / Amelia VA familiarity a plus
    • Application Usage Analytics tools (Adobe Analytics, etc.) a plus

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For 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.

Equal Opportunity Employer/Disability/Veterans