Job Description

As an ideal candidate will have experience executing client feedback program in a large, complex organization. Leading a team of Associates and Analysts in Global Client Experience Operations to support various clients would continue to be a primary lookout for this role. The role will also support other client research projects, as needed

Job Responsibilities

• You would analyze client experience feedback from the various client touch points within commercial bank across lines of business, wholesale products through surveys, complaints, journey maps. Familiarity with a wide range of qualitative and quantitative techniques and the ability to derive insights across channels, products, and business segments and translate into strategic recommendations.
• You need to establish self as point person for monthly and quarterly client experience reporting across functions and lines of businesses . Leverage innovative technologies and implement new NLP toolsets to drive insight generation . Work closely with data and technology teams to design and execute database and technology impacts to the client experience team and c ontribute to client experience efforts related to client journey development, complaints management and transformation efforts
• Design and implement predictive techniques to anticipate client issues and other broad issues with a sense of urgency . Establish self as subject matter expert, trusted partner or role model . Collaborate with business and functional partners to share client experience insights and resolve conflict through expert collaboration and broad decision-making
• Engage organization in introducing ideas for improving overall client experience . Pursue cross functional opportunities to improve customer experience or meet customer needs . Foster an environment where risk/control issues are escalated, and trends are anticipated and identified. Implement real time feedback channels that support client experience improvements. Administer surveys through third party tools (Qualtrics) and conduct analysis on survey output
• Designs and test surveys in the survey tool . Establishes self as expert at designing, testing and launching surveys. Supports the implementation of the new tools and technologies to administer surveys Produce reports of survey responses catered to different audiences
• Support additional client research projects, as needed and Support preparation of executive update to summarize client feedback from surveys etc. shared with senior leaders

Required Qualifications

• 10-15 years of relevant experience; ideal candidate will have experience executing journey-based / real time feedback program and experience working with third party tools e.g. Confirmit, Qualtrics. Ability to understand key business processes
• Managing people or teams in a matrix organization with proven success contributing to complex, large scale initiatives. Experience in process design or project management . Ability to synthesize qualitative information and present concise, easy-to-read findings to an executive audience
• Superior writing and verbal communication skills and Comfort working with employees at various seniority levels and locations while building strong internal relationships
• Self-starter, ability to work both independently and as part of a team along with Strong Excel and PowerPoint skills - ability to visually show new processes

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.