Quantitative Analytics Director, Customer Loyalty AnalyticsAs
Quantitative Analytics Director, youwill play a critical leadership role in advancing a consistent, credible, and insight-driven approach to customer measurement across Business Banking, Consumer Banking, and Wealth Management. You will
lead and develop a team of approximately six analysts, setting analytical priorities and ensuring the team transforms complex quantitative and qualitative customer data into clear insights that help senior leaders understand
what is changing in the customer experience, why it is changing, what it means for the business, and where action will have the greatest impact. You will operate at the intersection of customer experience, analytics, and business strategy.
Key Responsibilities- Lead and develop a high-performing analytics team. Provide strategic direction, coaching, and development for a team of approximately six analysts. Establish priorities, allocate resources, raise the team's analytical capabilities, and foster a culture of collaboration, innovation, intellectual curiosity, and accountability.
- Lead customer loyalty analytics. Oversee analysis of Satisfaction, Net Promoter Score, and other customer experience measures across lines of business, products, customer segments, and key touchpoints. Identify meaningful trends and develop clear perspectives on the underlying drivers of improvement or deterioration.
- Translate data into strategic insight. Connect survey feedback with customer, operational, behavioral, and financial data to identify customer pain points, loyalty drivers, and emerging opportunities. Translate complex analysis into clear, decision-ready recommendations for business leaders.
- Quantify business impact. Partner with analytics and business teams to connect customer experience to business outcomes, including balances, revenue, retention, and attrition, and evaluate the economics associated with addressing significant customer pain points.
- Influence customer experience priorities. Use customer and business insights to help leaders prioritize investments, evaluate strategic initiatives, establish meaningful customer loyalty goals, and assess the effectiveness of actions taken to improve the customer experience.
- Advance AI and analytical innovation. Lead the adoption of AI, advanced analytics, and emerging analytical techniques to generate richer insights from structured and unstructured customer feedback, accelerate discovery, and improve the quality and scalability of customer experience analytics.
- Deliver executive-level reporting and insights. Support executive scorecards and management reporting for senior CCB leaders, the Public Responsibility Committee of the Board of Directors, and external regulatory agencies. Ensure insights are analytically rigorous, clearly communicated, and appropriately contextualized.
- Shape enterprise customer measurement. Promote consistent analytical standards and customer measurement practices across Chase, sharing best practices and helping strengthen the credibility, comparability, and usefulness of customer experience metrics.
- Build strong cross-functional partnerships. Develop trusted relationships with business, product, analytics, and customer experience leaders across CCB. Influence decisions through fact-based insights and build alignment across diverse stakeholders.
- Champion the voice of the customer. Bring an objective, customer-centered perspective to strategic discussions and help translate customer feedback into actionable opportunities for customer-facing teams, products, processes, and experiences.
Required Qualifications- 10+ years of relevant professional experience, including significant experience in analytics, customer experience, strategy, or a related discipline.
- Bachelor's degree required; degree in a quantitative, analytical, business, or related field preferred.
- Demonstrated people-management experience, including successfully leading, developing, coaching, and motivating analytical talent.
- Proven ability to set direction for an analytical team, manage competing priorities, and deliver high-quality work through others.
- Demonstrated experience translating complex data and customer insights into strategies, recommendations, and measurable business actions.
- Strong knowledge of customer experience measurement, survey research, customer satisfaction, and/or loyalty analytics.
- Proven ability to connect customer feedback with behavioral, operational, and financial data to develop a holistic view of business performance.
- Experience applying AI-based tools and/or advanced analytical techniques to quantitative or qualitative data.
- Exceptional analytical and problem-solving skills, including the ability to synthesize seemingly disparate information into clear themes, hypotheses, and actionable insights.
- Outstanding executive communication and presentation skills, with the ability to distill complex analyses into clear and compelling narratives for senior audiences.
- Demonstrated ability to influence without direct authority and build consensus across multiple businesses, functions, and levels of leadership.
- Highly effective collaborator with a track record of building trusted partnerships in complex, matrixed organizations.
- Strong intellectual curiosity, sound business judgment, and a self-directed approach to identifying and solving high-value business problems.
- Unwavering commitment to analytical objectivity, accuracy, and integrity.
- Strong Microsoft Office skills, particularly PowerPoint and Excel.
Preferred Qualifications- 5+ years of experience in banking or financial services.
- Experience leading analytics, customer insights, or quantitative research teams within a large, complex organization.
- Experience designing, managing, or analyzing large-scale customer survey or Voice of the Customer programs.
- Experience linking customer experience measures to financial outcomes, customer behavior, retention, or relationship depth.
- Experience using advanced analytics, AI, natural language processing, or related techniques to analyze customer feedback at scale.
- Experience developing analytics and communications for executive, Board, or regulatory audiences.
We do not offer any type of employment-based immigration sponsorship for this position. Likewise, JPMorganChase , will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit including optional practical training (OPT) or curricular practical training (CPT). ABOUT USChase 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 TEAMOur 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.
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.
