The J.P. Morgan Wealth Management Client and Employee Experience Insights team is responsible for collecting all client and employee feedback from a variety of listening posts and advising product owners about the trends we see, so they can prioritize the most impactful changes to their roadmap strategies.
To help keep us on the path from good-to-great, we need to bring to life "what matters most" through a steady stream of well-structured information and communications about CEEx in JPMWM.
The Role: Insights Program Analyst
We're looking for a well-organized analyst to keep our insights communications on-schedule and on-message for JPMWM leaders. You'll be producing reports and other deliverables, including our scorecard, the single document that tracks JPMWM's progress toward the business' North Star vision of becoming the "most recommended" provider of investments.
You'll use your analytical skills to sort through our various sources of information and get to the heart of new insights, to ensure our communication to senior leaders is timely and impactful. You'll need excellent written and oral communication skills, strong interpersonal skills, as well as a passion for the client and employee experience.
The feedback sources we work with include complaints, internal survey results, service phone calls (call reasons as well as quality and sentiment measures), competitive intelligence (including benchmark studies like J.D. Power), client behavior (online paths as well as individual investment decisions), and employee feedback (through the Send Us Feedback tool and other sources). The technology systems we work with include Qualtrics, SurveyMonkey, CARE, EAGLE, Praesto (including Call Miner), BryterCX (aka ClickFox), Tableau, Alteryx, and various datamarts.
Results to Drive
Produce the tools and reports
Continue to evolve diagnostic scorecard to set and then report on client and employee experience KPIs; delivering accurate updates to senior leadership, ensuring metrics reflect the priorities and expected outcomes of each business and functional area's major programs
Track our progress. Escalate poor trends and help to recognize wins
Report findings in a simple, compelling way
Contribute to the calculation of what it will take to close the gap from good-to-great for every important client interaction and collaborate with stakeholders to develop an ever-evolving roadmap to drive business objectives forward
Design and prepare a broad variety of reports and executive presentations for key stakeholders
Analyze our Feedback
Using tools such as Tableau, collect and analyze complex data for reporting and/or performance (trend) analysis.
Utilize qualitative and quantitative tools to analyze, synthesize, and interpret large amounts of data
Leverage data mining, data manipulation, data visualization, and analytics skills to identify challenges, gaps and opportunities for improvement and make recommendations
Access and aggregate data and insights across multiple channels (digital, call centers, et al)
Drive Action and Change
Establish credibility by producing and managing action items: e.g. lists of client or employee pain points and efforts to address them
Coordinate and lead effective meetings, direct activities, monitor details, set priorities, ensure follow-ups are tracked and executed
Be proactive, own issues end to end, act with a sense of urgency, drive for results with strong accountability
Proactively raise concerns about negative trends to the C&Ex program, and work with partners to help the business prioritize
Represent the \"Voice of Client" (and Employee) to the business by providing facts to team members, so that we can celebrate positive outcomes; help us validate the need to correct negative outcomes
Help the team link what we're doing to why we're doing it - associate the work with client and employee insights, performance metrics, goals
Build and maintain relationships with key stakeholders, ensure stakeholders are informed by creating consumable packages, and deliver information in a way that is compelling and actionable
You know you're a good match for the role if:
You love data and are great at analysis; you are exceedingly comfortable with understanding and explaining what the data is telling you
You can produce excellent, accurate executive level materials
You are intellectually curious and know how to get to the root cause of problems; you're able to perform deep dives on a wide variety of issues
You can work with partners at multiple levels, understanding that the work you produce will have a high level of visibility and therefore must be positioned thoughtfully and accurately
Other Qualifications, Skills, and Behaviors of the Successful Candidate:
Bachelor's degree in relevant strategic, business discipline or quantitative field required, advanced degree in an analytical field and/or MBA preferred with a focus on statistics, analytics and /or data modeling
5+ years' experience in process improvement using statistical techniques
Strong analytical, technical and statistical skills with proven ability to process vast amounts of data into meaningful information
Proven ability to develop alternative solutions to complex problem and recommend the best solution to a range of other business challenges
Ability to recognize and respond well to changing priorities
Ability to work strategically and collaboratively across departments
Strong relationship-building and influencing skills
Excellent organizational skills, keen attention to detail with the ability to multi-task, prioritize competing demands, be versatile and action-oriented
Subject matter expert within function with clear communication and presentation skills and the ability to articulate complex issues concisely
Demonstrated proficiency/advanced skills in SQL, Tableau, Excel, PowerPoint and SharePoint
More About Client and Employee Experience in J.P. Morgan Wealth Management
The J.P. Morgan Wealth Management business is focused on helping investors achieve their long-term financial goals and is comprised of the Chase Wealth Management business, J.P. Morgan Advisors and Online Investing (You Invest). The combined business has ~$530 billion in Assets under Management and ~4,000 advisors who work out of 3,500 branches and 21 offices.
The vision for the business is to be the most recommended financial services partner. The goal is to manage 1T in invested assets by 2025, and to double our base of Advisors.
This team specifically is charged with both vision-casting and executing. We are responsible for
Partnering across the J.P. Morgan Wealth Management (JPMWM) business to create best in class client and employee experiences, as well as fix top pain points
Contributing to the growth plans of the business, by ensuring strategy can be (and is) executed flawlessly
Guiding the transformation of our business to one that is client obsessed
Designing and delivering an exceptional experience for our clients and employees throughout their lifecycle and across channels and touchpoints
Listening to and communicating with our employees, all the time
Defining the KPIs that will get us to the North Star vision of "most recommended" financial services partner, and then sharing where we stand and what we need to do to close the gap
Successful candidates for any role on the team will set direction, understand barriers to success, and inspire and coordinate cross functional teams. We will have a bias to action - using data to inform our work and ensuring constant alignment with leaders across the business. We will establish a clear vision for an exceptional client experience, and for aligning all of the pieces of the client journey so that we meet the vision set by the business. We continue to outline the path from good to great, and we know how to get there. We work across all of JPMWM (human and digital interactions, advisor led or in the contact centers) to ensure a more proactive, coordinated and innovative approach to delivering experiences for our clients and employees. And, we will have fun and love our work.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.
