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Customer Experience Senior Analyst

Req #: 180005602
Location: Bournemouth, ENG, UK
Job Category: Technology
Job Description:
The Customer (CX) Experience Senior Analyst
 
As one of the main technology HUBS For EMEA the scope of work in London/New Jersey in is truly remarkable, we are at the forefront of innovation within the financial services industry and are pioneering the use of cutting edge technologies.
 
Team Description:
 
Building a winning customer experience starts with our people—our own and our JP Morgan Chase internal customers. The Global Technology Infrastructure (GTI) Customer Experience (CX) Transformation Program includes both B2C and B2B customer journeys, supporting our internal 250k person organization.
 
We are forming a dedicated CX team to align customer experience strategies and tactics with business goals; collect and connect data to create a single view of the customer and provide real-time customer experiences in context. At its core, the CX team is the face and voice of the customer - the team that understands our customer wants, needs, likes and dislikes, and is dedicated to ensuring the voice of the customer is heard and acted upon across the GTI organization.
 
The Opportunity: The Customer (CX) Experience Senior Analyst, will support our CX Transformation Program, including the design of surveys, analysis, dashboards and stakeholder reporting of customer satisfaction (Net Promoter Score) data.
 
Position Summary: The Customer (CX) Experience Senior Analyst works with the greater CX leadership team to support the day to day operations of the Transformation Program, with a specific emphasis on analysis and reporting of disparate customer feedback data sources (e.g. NPS, Internal Social Media, Product Feedback) to present a comprehensive view of customer satisfaction. This position will be expected to carry out basic statistical analysis as well as the creation of dashboards and ad hoc reports to support key business stakeholders.
 
Responsibilities may include, but are not limited to:
Customer Data Analytics & Reporting
  • Support ongoing analysis and reporting structure as set by the CX Director
  • Be an internal leader in basic statistics including descriptive statistics, correlation and regression.
  • Provide recommendations on proper survey design and research methodology across multiple channels.
Cross-Functional Stakeholder Work
  • Work cross-functionally to advise and support key business stakeholders with ongoing and ad hoc research and reporting needs.
Manage CX Platform
  • Gain requisite training and understanding to become internal expert on the CX platform
 Education, Experience, & Skills Required:
  • The ideal candidate should have experience within a customer-focused organization supporting customer insights or experience work
  • Bachelor’s Degree in business or social sciences required, focused field such as business analytics, organizational behavior or economics is strongly preferred
  • Strong understanding of data and technology advancements needed to drive strategic decision-making
  • Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to clients and the business in writing and verbally
  • Understanding of statistical techniques such as correlation and regression
  • Understanding of research methodology including survey design
  • Working knowledge and/or quick uptake in working with relational databases, database structures and data analysis
  • Ability to communicate effectively across the organization
  • A positive disposition and ability to relate well with others
Our Global Technology Infrastructure Group is filled with innovators who love technology as much as you do. Together, you’ll use a disciplined, innovative and cost-effective approach to deliver a wide variety of high-quality products and services. You’ll work in a stable, resilient and secure operating environment where you—and the products you deliver—will thrive.
When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world. 

At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity.  We encourage professional growth and career development, and offer competitive benefits and compensation.  If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you. 
 
@2017 JPMorgan Chase & Co. JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran
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