JPMorgan Chase Community Manager, Customer Journey Analytics in Seattle, Washington

Community Manager, Customer Journey Analytics


CCB’s Customer and Marketing Analytics (C&MA) group is looking for a talented, highly motivated individual with strong data analysis skills and strategic thinking to join its Customer Journey Analytics program. This individual will work cross functionally with individuals across the bank (Consumer, Digital, Ops, JPMIS, and Marketing)to provide strategic direction for initiatives that will improve and transform the experience for our customers.

Customer Journey Analytics has the ability to significantly enhance our decision-making for CCB’s highest priorities (e.g., banker service reduction, call reduction, complaint mitigation) by connecting our massive and disparate cross-channel data. It gives us the ability to analytically trace root causes of specific customer outcomes (both good ones like an acquisition and bad ones like attrition, negative NPS) in hours and with minimal manual effort (vs. today where it is a highly manual effort to link different channel or LOB data sets and can takes weeks).

Key Responsibilities

As the Community Manager on the Customer Journey Analytics team, the successful candidate will:

  • Lead collaborative partnerships and dialog across multiple business units and functions

  • Proactively work with business partners to identify, approve, and prioritize new data sources or enhancements to existing data layers

  • Propose potential solutions when faced with a new complex problem, even where little or no precedent exists, considering the needs of all collaborative groups

  • Execute on program tasks and communicates overall project status



  • Excellent interpersonal, communication, and presentation skills

  • Demonstrated ability to operate independently and interact frequently with senior management to help set strategic guidance

  • Familiarity with new big data technologies. (Greenplum, Hadoop)

  • Hands-on experience in customer experience analysis, including web analytics, customer segmentation analysis, contact center analysis, marketing analytics, etc.

  • Demonstrated relationship management skills with business partners in various lines-of-businesses, operations and IT partners with successful record influencing and leading critical business initiatives.

  • Proven ability to work in a fast paced environment, meet deadlines, and perform at high standards with limited supervision

  • Bachelor's degree with equivalent work experience

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.

Job Other

Primary Location US-WA-Seattle-Chase Center - Seattle / 44337


Schedule Full-time

Job Type Standard

Shift Day Job

Travel No

Req ID: 170023068