Apply Now    

Customer Experience Senior Analyst

Req #: 180005602
Location: Bournemouth, ENG, UK
Job Category: Technology
Potential Referral Amount: 3500 Pound Sterling (GBP)
The Customer (CX) Experience Senior Analyst
As one of the main technology HUBS For EMEA the scope of work in London/New Jersey in is truly remarkable, we are at the forefront of innovation within the financial services industry and are pioneering the use of cutting edge technologies.
Team Description:
Building a winning customer experience starts with our people—our own and our JP Morgan Chase internal customers. The Global Technology Infrastructure (GTI) Customer Experience (CX) Transformation Program includes both B2C and B2B customer journeys, supporting our internal 250k person organization.
We are forming a dedicated CX team to align customer experience strategies and tactics with business goals; collect and connect data to create a single view of the customer and provide real-time customer experiences in context. At its core, the CX team is the face and voice of the customer - the team that understands our customer wants, needs, likes and dislikes, and is dedicated to ensuring the voice of the customer is heard and acted upon across the GTI organization.
The Opportunity: The Customer (CX) Experience Senior Analyst, will support our CX Transformation Program, including the design of surveys, analysis, dashboards and stakeholder reporting of customer satisfaction (Net Promoter Score) data.
Position Summary: The Customer (CX) Experience Senior Analyst works with the greater CX leadership team to support the day to day operations of the Transformation Program, with a specific emphasis on analysis and reporting of disparate customer feedback data sources (e.g. NPS, Internal Social Media, Product Feedback) to present a comprehensive view of customer satisfaction. This position will be expected to carry out basic statistical analysis as well as the creation of dashboards and ad hoc reports to support key business stakeholders.
Responsibilities may include, but are not limited to:
Customer Data Analytics & Reporting
  • Support ongoing analysis and reporting structure as set by the CX Director
  • Be an internal leader in basic statistics including descriptive statistics, correlation and regression.
  • Provide recommendations on proper survey design and research methodology across multiple channels.
Cross-Functional Stakeholder Work
  • Work cross-functionally to advise and support key business stakeholders with ongoing and ad hoc research and reporting needs.
Manage CX Platform
  • Gain requisite training and understanding to become internal expert on the CX platform
 Education, Experience, & Skills Required:
  • The ideal candidate should have experience within a customer-focused organization supporting customer insights or experience work
  • Bachelor’s Degree in business or social sciences required, focused field such as business analytics, organizational behavior or economics is strongly preferred
  • Strong understanding of data and technology advancements needed to drive strategic decision-making
  • Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to clients and the business in writing and verbally
  • Understanding of statistical techniques such as correlation and regression
  • Understanding of research methodology including survey design
  • Working knowledge and/or quick uptake in working with relational databases, database structures and data analysis
  • Ability to communicate effectively across the organization
  • A positive disposition and ability to relate well with others
Our Global Technology Infrastructure Group is filled with innovators who love technology as much as you do. Together, you’ll use a disciplined, innovative and cost-effective approach to deliver a wide variety of high-quality products and services. You’ll work in a stable, resilient and secure operating environment where you—and the products you deliver—will thrive.
When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world. 

At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity.  We encourage professional growth and career development, and offer competitive benefits and compensation.  If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you. 
@2017 JPMorgan Chase & Co. JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran
Apply Now    

Join our Talent Community

Not ready to apply? Leave your information with us and we will keep you up to date with new career opportunities.

Things to note

Sign in to our application system to continue your job search or update your profile.

Current employees sign in here. Contractors sign in here.

Any information you provide is confidential and will only be viewed by our recruiters in an effort to fill open positions. In addition, the information you provide is subject to our privacy policy practices.

Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.

The firm invites all interested and qualified candidates to apply for employment opportunities.

Need disability related assistance?

If you are a US or Canadian applicant with a disability who is unable to use our online tools to search and apply for jobs, please click here.

Important links

Click here to view the "EEO is the Law" poster.

Click here to view the "EEO is the Law" supplemental poster.

Click here to view our U.S. Pay Transparency Policy.

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.