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The J.P. Morgan Commercial Card Customer Intelligence team seeks a business analyst to report and analyse client feedback from a variety of listening posts across the end-to-end client experience. This position will focus on translating results from structured and unstructured data into actionable insights that point to client experience improvement opportunities. In addition, the business analyst will support the overall voice of customer (VOC) and reporting framework, acting as a key point of contact on customer surveys and feedback tools with in-depth knowledge of how these systems work. S/he will partner with key stakeholders across the organization to communicate VOC results and insights, as well as drive client experience strategies.
Analyze, report, and communicate results from surveys focused on customer experience
Analyze qualitative and quantitative data using the appropriate techniques to create clear and compelling reports that drive improvements in customer satisfaction (CSAT) and loyalty (NPS)
Build and maintain strong relationships with VOC execution partners and product and process owners to capture data
Identify customer needs for future unstructured data analysis
Present analysis to key stakeholders and facilitate discussions
Bachelor's degree in a quantitative discipline (statistics, applied economics, finance, mathematics, computer science); Advanced degree in these quantitative disciplines and/or MBA preferred
3 years analytics experience within a customer centric industry
Superior analytic and problem solving skills
Ability to manage and prioritize multiple initiatives in a dynamic environment with tight timelines
Excellent written and verbal skills
Demonstrated proficiency in SAS, Python, or R and use of various analytical tools and techniques
Demonstrated proficiency with Microsoft Office (Excel, PowerPoint), Tableau
Internal Number: 5871190
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