Commercial Banking - Client Intelligence and Insight Manager
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Wilmington, DE 19806
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.
Commercial Banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm’s broad platform positions the Commercial Bank to deliver extensive product capabilities – lending, treasury services, investment banking, and asset management – to meet our clients’ domestic and international financial needs.
Commercial Banking Client Experience is a multifaceted organization comprised of client feedback generation, market research and analytics, client journey mapping, complaints management that supports all lines of business in Commercial Banking.
We are seeking an individual able to handle a high level of complexity and ambiguity that must implement toolsets to deliver real-time insights on the client experience with the latest techniques, e. g. AI and Natural Language Processing across segments, industries, and products. This individual will interface directly with senior executives throughout the business as clients and collaborators as well as with analytics and data teams across the organization.
This employee should have a passion for data and analysis, and how that information can be used for better planning and decision making. This individual should be able to roll-up their sleeves and analyze data at the granular level to derive insights. In addition to developing top-tier analytical capabilities and management expertise, the employee would need to be comfortable and capable of working with multiple business partners, clients, and senior executives, communicating with them at their level of analytical/technical understanding.
+ Synthesize and report on complex information and data structures focused on client experience related feedback along with operational metrics and client profile information
+ Assess client experience feedback from the various client touchpoints within commercial bank across lines of business, wholesale products through surveys, complaints, journey maps etc.
+ 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
+ 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
+ Contribute 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
+ 6+ years’ advanced analyticsexperience with true passion for insights generation, leveraginginnovative technologies particularly in the client/customer experiencedomain
+ Bachelor’s Degree in Computer Science, Information Systems,Business Administration
+ 6+ years’ experience managingcomplex data sets and understanding of databases
+ 5+ years’ experience managingpeople or teams with proven success contributing to complex, large scaleinitiatives
+ 3+ years project managementexperience
+ Expertise working in Client /Customer Experience domain
+ Demonstrated experiencecollaborating with multiple teams, coordinating across differentcross-functional initiatives, and reaching consensus with diversestakeholdersPreferred Qualifications
+ MBA or Master’s degree is a plus
+ Management consulting experience in a leading consulting firm
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.