Strategic Business Analysis Manager - Consumer Feedback Serv

at JPMorgan Chase in Wilmington, Delaware, United States

Job Description

The CCB Consumer Feedback Services (CFS) department is leading a transformation in how we report and analyze consumer and employee feedback across CCB businesses and functions. The department is composed of program-level oversight and support, reporting and analytics, root cause, and centralized complaint and production processes.

The CCB Consumer Feedback Analytics (CFA) team is tasked with creating executive, regulatory, and business data insights. Work performed by this team directly impacts and influences strategic decision making across CCB. Daily activities include creating and executing scheduled and ad hoc reports, data modelling, text mining, translating data into meaningful and actionable insights, and working closely with business partners. This role requires flexibility and the ability to manage multiple short and long term deliverables. Applicants must be able to quickly and proactively develop subject matter expertise and build relationships with business and technology partners.

The team manager position is part of the department leadership team and will collaborate to define priorities, objectives, and initiatives supportive of the department mission and function. This position is responsible for leading the creation of regulatory and executive-level analytics related to consumer feedback. The successful candidate will have strong written communication, presentation, people management, analytical, and technical skills and possess broad understanding of JP Morgan Chase’s product, services, and competitive environment.

Role and Responsibilities:

+ Define and drive program and team priorities, road maps, and development schedules; monitor, track and communicate progress; escalate and manage expectations as needed; provide regular status updates

+ Inspire, motivate, coach, and drive team performance excellence

+ Ensure team readiness and resiliency and functional sustainability

+ Ensure adherence to department and firm Risk and Controls standards

+ Manage, author, and publish scheduled Consumer Feedback Services regulatory and executive-level reporting

+ Manage and direct multiple projects and initiatives related to complaints and employee feedback

+ Ensure all reporting meets quality and control requirements and expectations

+ Perform secondary review, validation, and approval as required

+ Create and maintain required documentation and procedures; execute following department standards

+ Develop and evolve reporting for executives and senior management that drive timely awareness and meaningful insights

+ Build and maintain strong partnerships with controls, business, reporting, and data teams

+ Support key strategic and business priorities

+ Build and maintain awareness of key CCB initiatives, issues, trends and changes impacting consumers and Chase


Successful candidates must be business-centric, analytic minded, and results driven and able to execute to a regular reporting cycle, perform in-depth analysis, communicate insights and key messages to senior leadership, and manage projects as demonstrated in prior roles.

+ 5+ years of experience managing/leading an analytics team responsible for descriptive and prescriptive analytics

+ History of building and growing high-performance teams

+ Strong advocate of diversity and inclusion, and fostering a collaborative team culture

+ 10+ years of relevant practical experience authoring and publishing reports, and conducting in-depth analytics

+ Experience with developing analytical solutions and infrastructures

+ Bachelor’s degree in Finance, Business, or Communications preferred

+ Must have excellent verbal, written, listening, and interpersonal communication skills

+ Demonstrated success providing objective business analysis and reporting of business data

+ Demonstrated curiosity about what drives business trends and customer behaviors

+ Deadline driven with a keen attention to detail and strong organizational skills

+ Proficient at conducting background research, analyzing data, and identifying and quantifying opportunities

+ Advanced skills analyzing data required; expertise with Excel, Tableau, Cognos, SQL, SAS, R, Python, Alteryx

+ Excellent critical thinking skills, ability to analyze data and diagnose opportunities and interventions

+ Aptitude for technical learning and comfortable with continual learning, new approaches and methods, and maintaining of technical skills

+ Familiarity with the analysis and reporting of complaints, survey, and other types of feedback data

+ Comprehensive knowledge of business operations, objectives, strategies, process and information flow

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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.

Equal Opportunity Employer/Disability/Veterans

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Job Posting: JC190395358

Posted On: Aug 19, 2021

Updated On: Sep 22, 2021