Social Listening, Chase Social Media Senior Associate

With best-in-class banking, credit card and wealth management services, Chase helps nearly 1 out of 2 American households make the most of their money. As one of the most-followed financial brands, Chase communicates with millions of social media users across Facebook, Instagram, LinkedIn, X, Reddit and more, our social media team continues to grow and we're seeking a Senior Associate to join our team to support social listening and reporting for Chase's social media channels.

As the Social Listening, Chase Social Media Senior Associate within Consumer & Community Banking, you will track conversations about financial technology and innovation, deliver timely insights and recommendations to senior leadership, and stay alert to trends and key influencers. You will report to the Social Media Reputational Listening lead and work with partner teams to share findings and guide decisions. Bring your fascination of the latest trends in the financial technology and payments industries, as well as emerging technologies and showcase your expertise in social listening, measurement, influencer tracking, competitive research and your ability to turn data into recommendations that help Chase stay ahead. You will also manage multiple projects at once and will need to adapt quickly when deadlines change or project details are undefined.

Job responsibilities

• Serve as the primary resource for monitoring, analyzing, and reporting on social media conversations related to fintech, payments and financial innovation.
• Provide senior leadership with timely updates on industry trends, regulatory developments, and competitor activity within these sectors. Maintain vigilant oversight of social platforms to ensure the firm remains ahead of industry developments.
• Build social listening Boolean queries and customized dashboards to identify insights, cultural moments and competitive opportunities; translate the insights into actionable strategies for our team and partners
• Help us explore how to leverage AI and other new technology capabilities to enhance insights and workflows
• Deliver comprehensive and timely reports and alerts on emerging news and social media trends
• Champion a mindset of testing and learning to continuously innovate and prove what's working
• Communicate recommendations and insights to team members, partners and senior leadership through either written reports or presentations
• Support team members on various projects and campaigns, effectively communicating timelines, status and results

• 5+ years of relevant experience in social media strategy, listening, monitoring, analytics and measurement
• Ability to translate consumer voices from social listening and various research sources (ex: consumer research, social platform news, other marketing channels) into actionable insights to inform strategic business objectives and decisions
• Thorough knowledge of industry social media monitoring and management tools for social listening, publishing, competitive benchmarking and reporting: building dashboards, queries, categories and tags (e.g. Sprinklr, ZignalLabs, Khoros, Brandwatch, Meltwater, Muck Rack, etc.)
• Executive presence and urgency-confidently deliver insights and recommendations to senior leadership, often on tight timelines
• Deep understanding of Boolean queries for optimizing social listening across mainstream and emerging platforms; strong writing and storytelling skills with the ability to translate complex concepts into simple, powerful narratives to consumers and partners
• Ability to problem-solve and think critically, provide attention to detail and bring data curiosity
• A passion for keeping up to speed on the evolving social media landscape and how the brand can innovate and approach the strategy for each unique channel
• Team player with enthusiastic attitude and entrepreneurial spirit. Eager to learn, have fun, contribute and make an impact; confidence to pitch fresh ideas, think creatively, and identify problems to solve
• Ability to self-motivate, build relationships and work well across teams, work on multiple sophisticated projects at the same time, and produce high-quality work. Adaptable to shift focus in times of need; excellent organizational skills with the ability to multitask and prioritize high volume, high priority initiatives
• Proficiency in Microsoft Office, e.g. Word, Excel and PowerPoint

• Knowledge of financial technology and payments industry