Customer Care Office Business Analyst

As a Business Analyst within Chase Consumer Banking, you will play a vital role in supporting the Customer Care Office (CCO) by providing both analytical and administrative support. Your primary responsibilities will include supporting the CCO team, managing feedback loops, establishing governance procedures, handling business administration tasks, and broadly supporting the CCO's operations and strategic initiatives.

Job responsibilities:

• Provide support to the Customer Care Office, assisting with various tasks and initiatives such as Work Request Site management, Access management, and other business administration tasks.
• Establish and manage feedback loops focusing on general communication and customer care opportunities sent to the Customer Care Office
• Collaborate with Relationship Managers to ensure alignment and narrative framing.
• Develop and track action items for the CCB Customer Care Office Forum
• Manage and organize discussions and initiatives related to special topics within the CCO.
• Support the establishment of procedures that ensure the sustainability and effectiveness of governance practices within the CCO
• Contribute to key initiatives within the Customer Care Office, supporting continuous improvement and strategic alignment.
• Gather customer feedback, analyze data, and implement targeted actions to enhance customer satisfaction.
• Conduct ad hoc reporting and analysis to support decision-making and provide insights into various aspects of the Customer Care Office's operations.
• Share the customer's voice in an impactful and concise way, ensuring clarity and engagement in communications.
• Assist in the coordination and facilitation of Monthly Business Reviews (MBRs), including building presentation decks and preparing materials to effectively communicate insights and performance metrics.
  
  Required qualifications, capabilities, and skills:
• 5+ years of experience in Consumer Banking, Branch, Credit Card, and/or Consumer Debit products, processes, and applications.
• Strong analytical skills with experience in data-driven decision-making and root cause analysis.
• Excellent communication and presentation skills, with the ability to convey insights and trends to senior leaders effectively.
• Proven ability to handle multiple tasks simultaneously and manage priorities in a fast-paced, high-visibility function.
• Strong problem-solving skills and the ability to collaborate across functions to drive improvements in customer experience.
• Proficiency in using data visualization tools and software, such as Tableau, to present insights engagingly.
• Experience using data analytics tools like Large Language Model (LLM) and Tableau for comprehensive data analysis and reporting.
• High proficiency with Microsoft PowerPoint, Word and Excel for executive-level documents.

Preferred qualifications, capabilities, and skills:

• Experience with customer experience, data analysis, or strategic communications.
• Ability to work effectively in a cross-functional team environment, building strong relationships with stakeholders at all levels.
• Demonstrated ability to lead change management initiatives and drive continuous improvement in customer care processes.
• Strong strategic thinking skills, with the ability to align customer care initiatives with broader organizational goals and objectives.
• Executive writing experience, with the ability to craft communications that resonate with senior leadership.

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commi