Business Banking Client Insights Senior Associate

The Business Banking Client Insights Team advocates for our clients by analyzing data to uncover themes and actionable insights to improve the customer experience. We leverage data from internal and external customer surveys, employee feedback and customer complaints to identify themes, influence decisions and align on key priorities to improve the customer experience. 

As the Client Insights Senior Associate in Business Banking, you will leverage client insights from customer surveys and complaints to identify key opportunities to improve the client experience. You will leverage data across multiple data sources to summarize and influence stakeholders to deliver enhancements to improve the client experience. You will own the categorization of survey detractors and complaints to compile themes presented to senior leadership to inform decisions on opportunities to improve the client experience. 

This role will leverage your analytics skills, critical thinking, as well as your ability to summarize complex feedback into simplified messaging for leadership updates. 

Job responsibilities:

• Own, prepare and distribute complaint reporting trends and summaries to key stakeholders across Business Banking leadership team. 
• Provide reporting recommendations to improve efficiency and clarity around customer pain points from complaints and surveys.
• Synthesize and interpret highly complex data from various sources to identify, evaluate, and measure impact of customer pain points, uncover insights, and make strategic, data-driven recommendations. 
• Leverage customer complaint data and survey responses to identify most impactful areas to Business Banking customer experience. 
• Drive accountability with internal business partners to deliver relevant, contextual responses, status updates, and product or process roadmaps.

Required qualifications, skills and capabilities:

• Strong quantitative and analytical problem-solving skills.
• Advanced Excel and Power Point/PitchPro required – with ability to manage large data sets, summarize key points and takeaways, and create strategic, compelling story-telling presentations for a wide-variety of audiences.
• Ability to effectively manage multiple concurrent projects.
• Excellent stakeholder management skills and the ability collaborate and influence.
• Self-starter, creative problem-solver, who is highly proactive, and collaborative.
• Excellent verbal and written communication skills.
• SQL skills and/or comfortability with coding / Large Language Models (LLM) preferred. 

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. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans