Description

The Customer Experience Insights & Strategy team is dedicated to integrating customer intelligence, journey performance, and solution delivery. Our mission is to drive measurable improvements across the Card & Connected Commerce businesses. Operating horizontally across all P&L owners and functional partners, we create a unified view of customer friction, competitive positioning, and experience health.

As a Business Analyst in Customer Experience Insights, you will perform analytics with a primary focus on customer complaints (trend, severity, volume drivers, root-cause, and remediation effectiveness). You will also support broader team reporting and recurring executive/operational deliverables as needed. This person will translate business questions into data views, build scalable reporting, and deliver clear insights that drive measurable improvements in customer outcomes. Your work will involve uncovering patterns in data, producing insightful reports, and helping develop solutions that support business strategies. You will be expected to apply your knowledge of automation and data analytics to solve problems and enhance processes. Join a collaborative environment where you will partner across teams, contribute to continuous improvement, and help drive ongoing issue resolution.

Key Responsibilities

Complaints and Customer Experience Reporting & Insights

• Produce recurring and ad hoc complaints reporting (e.g., volumes, rates, themes, channels, products, customer segments, lifecycle stage, geographic/operational breakdowns).
• Support creation of executive-ready materials (monthly/quarterly business reviews, OKR reporting, etc.).
• Partner with Complaints, Operations, Product, Digital, and Risk/Compliance stakeholders to align definitions and ensure reporting is decision-useful.
• Research isolated cases and/or accounts, and summarize root-cause themes and outcomes.
• Analyze data to identify anomalies, trends, and potential control gaps impacting complaint volumes.
• Support other CX data mining and reporting such as VoC survey insights, NPS/CSAT, call center drivers, digital funnel/behavior, and service metrics (where applicable).
• Create clear narrative insights: what happened, why, so what, now what-tailored to different audiences.

Required qualifications, capabilities, and skills

• 3-5+ years of experience in business analysis, analytics, reporting, or CX/complaints insights (financial services preferred but not required).
• Baseline knowledge or equivalent expertise in data analytics, with the ability to interpret models and diagrams to represent and communicate data requirements.
• Strong verbal and written communication-able to synthesize findings into a crisp stories and recommendations.
• Professionalism and ability to engage with leadership, stakeholders, and Card/Operations teams.
• Ability to multi-task and manage multiple projects simultaneously, including a mix of BAU and ad-hoc tasks.
• Excel (advanced), PowerPoint (advanced),Tableau

Preferred qualifications, capabilities, and skills

• Experience with complaints management data, VoC programs, Card analytics, or operational performance analytics.
• Familiarity with issue taxonomy design, text analytics, or classification workflows.
• SQL (advanced), Alteryx

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

About Us

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 commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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

About the Team

\n Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.\n
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\n The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.\n