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Client Experience Business Analyst - Wilmington Delaware

Req #: 170119271
Location: Wilmington, DE, US
Job Category: Relationship Management/Sales
Potential Referral Amount: 0 US Dollar (USD)
The Client Experience team in Business Banking is responsible for truly understanding client’s feedback via various channels and listening posts within Business Banking and across CCB and converting the data into actionable insights.  We have an obsession for helping our customers, taking care of our employees, building relationships, and delivering extraordinary customer service. The team is responsible for identifying opportunities to both improve and differentiate client experience across Chase for Business while making material progress with NPS, OSAT and complaints reduction via client experience action plan governance.
Role Description
The Client Experience Business Analyst role will support the above objective by providing granular client insights, benchmarking with competitors and best in class, and recommend/ pilot changes where applicable. The analysis includes but not limited to producing end to end client experience journeys, maintain client experience scoreboards, deep dives into specific areas. Candidates should possess high degree of problem solving, critical thinking and ability to influence as well as proficiency with analyzing and presenting data in a cohesive way that communicates the story from a client’s perspective with business context.  Will need to understand client pain points as identified from various client and banker feedback sources and develop strategies and tactics to demonstrate our obsession with our clients.
  • Gathers, inputs and manipulates data including operations, financial, product, client experience analysis and reporting purposes
  • Validates accuracy of data, produces insightful customer journeys across various types of data sets
  • Identify trends and watch items – develop predictability with client experience
  • Helps solve problems and distribute reports to senior audiences
  • Work independently, with minimal direction to drive client experience messages through the organization via dashboards and accountability based reports
  • Partner within Business Banking and across CCB to develop actionable client experience insights
Role Requirements
Client Focus/Partnership
  • Is viewed as a confident and trusted advisor by internal partners
  • Produces clear and succinct written and verbal communications and knows how to think through and frame messages for different audiences
  • Uses knowledge of current industry development to recommend enhancements to client experience
  • Able to engage diverse groups of colleagues and clients
  • Actively looks for ways to improve service to clients
Business Execution
  • Proactively looks for ways to improve processes and procedures
  • Prioritizes and manages in a way that uses resources effectively
  • Is decisive; communicates findings, issues and proposed solutions to business executives
  • Manages costs/expenses and is involved in budgeting process (as applicable)
  • Stays abreast of trends and best practices and factors into approach
  • Identifies process improvements and efficiency enhancements
  • Appreciation for operational complexities and how they may translate into risk on  a given project
  • Conflict resolution, change management, influencing, project management, leadership, delegation and coaching skills.
  • Ability to drive risk and control agenda
  • LOB, business process and procedures and business applications knowledge
  • Expert proficiency with Powerpoint and Excel
  • Hands on experience with Client Experience functions
  • College degree required
  • Prefer experience in B2B financial services industry with exposure to Operations/ Client Experience
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