Senior Associate, AI Customer Journey Transformation Analytics

Job Description

Join a team that improves self-service experiences for millions of customers. In this role, you will turn customer behavior data into clear insights and recommendations that help reduce friction, improve outcomes, and build long-term customer relationships. You will work closely with partners across product management, technology, and design to define what success looks like and how to measure it.

As a Senior Associate, AI Customer Journey Transformation Analytics at JPMorganChase, you will use behavioral and journey analytics to shape Objectives and Key Results, design and measure experiments, and answer strategic questions with rigor. You will deliver actionable analysis in clear, compelling terms and help teams make faster, better decisions grounded in data.

Job responsibilities

• Analyze customer behavior across digital journeys and phone interactions, and communicate findings through clear narratives and visualizations
• Build strong partnerships and operating routines that increase data-informed decision-making
• Create experiment and analytics plans to measure the customer impact of new strategies and operational improvements
• Identify opportunities to drive business outcomes through insights, Objective and Key Results development, and deep-dive analysis
• Collaborate with cross-functional teams to identify, size, and prioritize initiatives that improve customer experience and operational efficiency
• Share learnings and results with key stakeholders to increase awareness and adoption of a journey-led approach to innovation
• Partner with modeling and analytics teams to support predictive modeling, machine learning, and advanced analytics efforts
• Support strong data governance by aligning to controls and coordinating with data owners as needed
• Provide consultation to broader analytics partners as a subject matter resource in behavioral and customer journey data

Required qualifications, capabilities and skills

• 2+ years of applied experience analyzing customer experiences, digital products/usage, operations, strategy, or a related field
• An AI-first, outcome-oriented approach, with the ability to break down ambiguous problems, apply judgment, and validate results
• Strong analytical thinking and attention to detail, with a track record of turning data into clear, actionable insights
• Ability to translate complex business questions into structured analytical plans and execute with high quality
• Strong written and verbal communication skills, including presenting insights to senior stakeholders
• Proficiency with SQL and experience working with customer behavior data
• Bachelor’s degree

Preferred qualifications, capabilities and skills

• Experience applying large language models and AI tools to real business problems
• Experience with Python or R for analysis and automation
• Experience with analytics and visualization tools such as Tableau, Alteryx, or Adobe Analytics
• Experience working with large-scale data environments (for example, Hadoop, Teradata, or Snowflake)
• Experience designing, measuring, or interpreting A/B tests or similar experiments
• Experience in financial services or a similarly regulated industry
• Strong slide-writing and executive-ready storytelling skills

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

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.

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.