The Customer Loyalty Analytics (within CCB Data & Analytics organization) is looking for a talented, highly motivated individual with strong data analysis and strategic thinking skills to support advanced analytics projects across Customer Experience functions, channels and products. The Customer Loyalty Analytics team is responsible for deriving insights about our customers’ journeys and developing and implementing innovative strategies and advanced analytics solutions to improve the customer experience. We work collaboratively with all functional teams across CCB Customer Experience as well as Strategic and Analytics teams.

This individual will be involved in all phases of the analytics lifecycle, including documenting data lineage, analysis scoping, data development, hypothesis development, data analysis, generating insights, developing and delivering presentations of findings. Our team’s projects range from simple trend analysis to cross-channel journey analysis to prescriptive analytics. The common theme of all the projects is data mining, business judgment and collaboration to improve the customer experience.

Responsibilities

1. Lead partnership with Customer Experience Groups leveraging a strong understanding of the business, to advise on strategies and deliver analysis to achieve insights for decisioning and prioritization
2. Facilitate identification of KPIs, trend analysis, and analyses including segmentations, optimizations and other techniques to improve business performance
3. Utilize advanced analytics techniques, including machine learning and predictive modeling, to identify trends and opportunities.
4. Stay updated on the latest AI, Machine Learning, Large Language Models, and Generative AI research trends, and leverage these insights to enhance analytical capabilities and streamline processes for improved efficiency
5. Leverage a variety of analytical applications (SQL, Alteryx, Python, Tableau, Adobe Analytics, Competitive Intelligence, etc.) to clean, transform, describe, analyze, and interpret trends and patterns in complex data sets.
6. Prepare and deliver presentations that incorporate compelling data narratives and storytelling to summarize sharp insights and conclusions, often for executives, in regularly-scheduled analytics meetings and Business Unit Reviews.
7. Collaborate with data management teams, strategy teams, and other analytics resources to optimize insights and share best practices with the broader analytics team.
8. Provide mentorship and oversight for junior data analysts to build a more impactful working culture. 

Qualifications and Required Skills

• 5-7 years of related experience
• Bachelor's degree in a quantitative or related field
• Master’s degree and/or PhD in relevant field preferred
• Technical knowledge of data management and governance, big data platforms and data architecture.
• Proficiency in AI, Machine Learning, Large Language Models, and Generative AI
• Structured thinker, effective communicator with excellent written communication skills; Ability to present fact-based recommendations in a clear, logical, and concise way; “tell a story” with data
• Superior written and oral communication skills; ability to communicate effectively with all levels of management and partners from a variety of business functions
• Must be proactive, results driven and have a proven track record of execution
• Demonstrate people management and team-building skills

***Relcation assistance is not available for this role.

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