J.P. Morgan Wealth Management - Senior Associate, Voice of the Client, Customer Success

Job Description

Make the client voice impossible to ignore—and turn it into action across Wealth Management. You will grow your analytics and storytelling skills while partnering with Research, Data & Analytics, Product, and business teams on high-visibility priorities. Join a collaborative team where your curiosity, structure, and judgment will directly improve client satisfaction and retention while building broad exposure and mobility across channels and initiatives. 

As a Voice of Client Senior Associate for the J.P. Morgan Wealth Management Product Strategy & Insights Client Experience (CX) Success team, you will own recurring Voice of Client (VoC) reporting and insight synthesis to bring the client perspective into our decisions. You will monitor feedback signals, analyze qualitative and quantitative data, and translate findings into clear implications and recommendations for stakeholders. You will partner closely with Research, Data & Analytics, Product, and other teams, and we will rely on your ability to deliver independently when timelines require hands-on execution. You will help us improve satisfaction, deepen relationships, and reduce attrition across managed and self-directed channels

Job responsibilities:

• Own recurring Voice of Client reporting from data quality monitoring through trend identification, synthesis, and stakeholder-ready delivery
• Analyze qualitative and quantitative VoC data to surface pain points, themes, meaningful segments, and drivers of satisfaction, loyalty, and attrition
• Translate complex analysis into concise narratives that explain what happened, why it matters, and what we should consider next
• Scope and execute ad-hoc analyses including extracting, cleaning, joining, validating, and analyzing data and building clear visualizations
• Partner with Research and Data & Analytics on complex analyses to align business questions, methodology, interpretation, and outputs
• Integrate survey data, complaints, call drivers, digital behavior, operational performance, and market information into a holistic client experience view
• Create executive presentations, dashboards, and self-serve resources that make VoC insights accessible and actionable
• Manage multiple projects end-to-end and navigate stakeholder trade-offs across objectives, priorities, and research standards

Required qualifications, capabilities, and skills

• 3+ years of experience in customer experience, consumer insights, business analytics, market research, strategy, or a related field
• Demonstrated experience analyzing quantitative and qualitative data and applying findings to business decisions
• Hands-on ability to independently structure analyses, clean and validate data, use descriptive statistics and segmentation, and interpret results accurately
• Advanced proficiency in Microsoft Excel and PowerPoint including executive-ready storytelling
• Strong analytical judgment to distinguish signal from noise, recognize limitations, and develop high-impact implications
• Strong written and verbal communication skills with the ability to make complex findings clear and actionable for senior stakeholders
• Strong project management, organization, and attention to detail with the ability to prioritize competing demands under pressure
• Strong relationship-building and influencing skills across Research, Data & Analytics, Product, and business teams
• Intellectual curiosity, initiative, adaptability, and comfort shifting between strategic synthesis and hands-on execution

Preferred qualifications, capabilities, and skills

• Familiarity with survey design, statistical testing, driver analysis, text analytics, or related customer insights methods
• Experience integrating survey, behavioral, operational, and unstructured feedback data into a unified client story
• Familiarity with Wealth Managment, financial services, or a regulated environment 

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.

We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.