Customer Loyalty Analytics Specialist - Associate

Join our team to help shape the future of customer experience at Chase. You’ll have the opportunity to grow your career, develop your skills, and make a meaningful impact for our customers and business. We value your expertise and offer a collaborative environment where your contributions matter.

As a Customer Loyalty Analytics Specialist in the Data & Analytics team, you will support and execute customer satisfaction survey projects that inform our business decisions. You will work closely with stakeholders to ensure data quality and deliver insights that drive improvements in customer journeys. You’ll be part of a team that values innovation, partnership, and a commitment to delivering the best outcomes for our customers.

You will collaborate with cross-functional teams and leverage advanced analytics to enhance our understanding of customer needs. The role offers exposure to a variety of channels and products, and provides opportunities to develop expertise in survey design, data validation, and process improvement.

Job Responsibilities

• Develop and execute customer satisfaction survey projects across multiple business lines
• Process survey invitation files and apply data validations
• Capture and remediate data quality issues, document findings, and establish monitoring
• Organize and complete work within established timeframes, collaborating with stakeholders
• Serve as a Subject Matter Expert for survey tools and functionality
• Design surveys, identify issues, and resolve problems
• Partner with business teams to define requirements, conduct testing, and provide support
• Participate in discussions with management, effectively challenging opinions and judgments
• Interface with various teams to gather information on processes and controls
• Multi-task ongoing development of existing projects
• Ensure accuracy and completion of all assigned tasks

Required Qualifications, Capabilities, and Skills

• Bachelor’s degree
• Minimum two years’ experience in a financial services organization
• Intermediate experience with MS Access
• Intermediate experience with Excel
• Strong analytical and problem-solving skills
• Excellent documentation skills
• Ability to work independently and manage multiple projects
• Effective communication and interpersonal skills
• Strong negotiation and influencing abilities
• Sound judgment and discretion
• Attention to detail

Preferred Qualifications, Capabilities, and Skills

• Experience with survey design and data validation
• Familiarity with customer experience analytics
• Ability to collaborate with cross-functional teams
• Experience supporting process improvement initiatives
• Advanced written and verbal communication skills
• Experience in stakeholder management
• Knowledge of data quality monitoring best practices

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