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JPMorgan Chase: Analytics Manager for New Customer Engagement


Manage a team of data scientists and business analysts using statistics, machine learning or data mining techniques to optimize operations by increasing revenues and reducing costs.



JPMorgan Chase Company: JPMorgan Chase
Location: Wilmington, DE or New York, NY
Web: www.chase.com


_Contact_:
For immediate consideration please send your resume directly to gregory.palter@chase.com .

Business Analytics for New Customer Engagement (NCE)
NCE is part of Consumer and Community Banking (CCB) Operations and is responsible for the on-boarding of new customers into the Card Services and Retail Telephone banking businesses. While the focus is primarily on Call Center Operations, new customers can apply via any of the other available channels, such as Chase.com, Branch or Letter applications. Chase on-boards 250,000 new customers per month and there exists a significant opportunity to streamline existing processes, standardize experiences across channels and improve the customer experience.

Responsibilities:
  • Manage a team of data scientists and business analysts leveraging statistics, machine learning or data mining techniques to optimize operations by increasing revenues and reducing costs.
  • Provide analysis on key aspects of the customer experience such as identifying the key drivers of customer satisfaction and engagement.
  • Recommend strategies to optimize operations around best possible outcomes and work with operations leadership to integrate recommendation (next-best-action) systems into existing infrastructure and business processes.
  • Ensure that quality assurance best practices for data mining/analysis services are being used for projects
  • Lead the creation of a cross-channel customer experience analytics environment required to develop customer insights needed to drive engagement and measure progress towards strategic goals.
  • Work with Business, Technology, Strategy and Digital Services partners to develop a roadmap to execute strategy.
  • Prepare business cases, coordinating with various internal and vendor teams to establish project goals, success criteria, costs and benefits.
  • Plan and manage the implementation of analytics projects, coordinating vendors and ensuring all aspects of the project are completed in a timely manner.

 
Qualifications
  • Experience managing large scale deployments of advanced analytics to employees and customers
  • Deep experience across the full range of database & business intelligence tools
  • Experience with "Big Data" analytic platforms and tools
  • Knowledge of CRM technologies and processes
  • Hands on approach and detailed orientation to leading programs
  • Strong project management and organizational skills
  • Building Relationships and using Influence
  • Self-evident interpersonal skills with the proven ability to influence and achieve alignment across a range of different opinions and interests
  • Excellent communicator and listener who is able to present persuasive arguments to executives and customers
  • Ability to develop consensus within a matrix-managed organizational climate of diverse operational activities
  • Executing for Results
  • Possesses an extensive and distinctive delivery track record
  • Possesses high levels of energy and endurance
  • Rigorously holds oneself and others accountable for achieving high levels of individual and organizational performance
  • Business Acumen & Domain Knowledge
  • Consistently evaluates decisions in terms of impact to the business
  • Translates hidden opportunity in an organization into results
  • Familiarity with Consumer Banking (Credit Cards, Banking, Mortgage, Student & Auto Loans) products and business processes
  • Familiarity with Contact Center CRM, Business Strategy and Operations management
  • Strong understanding of data mining models, structures, theories, principles, and practices, including machine learning, statistics and text mining techniques.
  • Excellent knowledge of data mining / predictive modeling tools such as SAS, SPSS, etc
  • Strong familiarity with data preparation and processing.
  • 2+ years of intensive, recent experience in managing data, including quality analysis and needs analysis.
  • Technical expertise regarding data models, database design and development
  • Experience with SQL, Hadoop or Hive
  • Experience in industry leading BI tools; Business Objects, MicroStrategy or Cognos
  • Experience with data visualization tools such Spotfire or Tableau
  • Ability to present complex information in an understandable & compelling manner
  • Proficient in MS Word, Excel, Access and PowerPoint

 
Preferred Qualifications:
  • Bachelor's or Advanced Degree (PhD) in Information Management, Computer Science, Mathematics, Statistics, Engineering or related fields
  • PMP or PMI certification preferred but not required
  • Financial Services (Consumer or Retail), Telecommunications, Retail or Media experience

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