Customer Care Office Business Analyst

As a Business Analyst within Chase Consumer Banking, you will play a vital role in supporting the Customer Care Office (CCO) by providing both analytical and administrative support. Your primary responsibilities will include supporting the CCO team, managing feedback loops, establishing governance procedures, handling business administration tasks, and broadly supporting the CCO's operations and strategic initiatives.

Job responsibilities:

• Provide support to the Customer Care Office, assisting with various tasks and initiatives such as Work Request Site management, Access management, and other business administration tasks.
• Establish and manage feedback loops focusing on general communication and customer care opportunities sent to the Customer Care Office
• Collaborate with Relationship Managers to ensure alignment and narrative framing.
• Develop and track action items for the CCB Customer Care Office Forum
• Manage and organize discussions and initiatives related to special topics within the CCO.
• Support the establishment of procedures that ensure the sustainability and effectiveness of governance practices within the CCO
• Contribute to key initiatives within the Customer Care Office, supporting continuous improvement and strategic alignment.
• Gather customer feedback, analyze data, and implement targeted actions to enhance customer satisfaction.
• Conduct ad hoc reporting and analysis to support decision-making and provide insights into various aspects of the Customer Care Office's operations.
• Share the customer's voice in an impactful and concise way, ensuring clarity and engagement in communications.
• Assist in the coordination and facilitation of Monthly Business Reviews (MBRs), including building presentation decks and preparing materials to effectively communicate insights and performance metrics.
  Required qualifications, capabilities, and skills:
• 5+ years of experience in Consumer Banking, Branch, Credit Card, and/or Consumer Debit products, processes, and applications.
• Strong analytical skills with experience in data-driven decision-making and root cause analysis.
• Excellent communication and presentation skills, with the ability to convey insights and trends to senior leaders effectively.
• Proven ability to handle multiple tasks simultaneously and manage priorities in a fast-paced, high-visibility function.
• Strong problem-solving skills and the ability to collaborate across functions to drive improvements in customer experience.
• Proficiency in using data visualization tools and software, such as Tableau, to present insights engagingly.
• Experience using data analytics tools like Large Language Model (LLM) and Tableau for comprehensive data analysis and reporting.
• High proficiency with Microsoft PowerPoint, Word and Excel for executive-level documents.

Preferred qualifications, capabilities, and skills:

• Experience with customer experience, data analysis, or strategic communications.
• Ability to work effectively in a cross-functional team environment, building strong relationships with stakeholders at all levels.
• Demonstrated ability to lead change management initiatives and drive continuous improvement in customer care processes.
• Strong strategic thinking skills, with the ability to align customer care initiatives with broader organizational goals and objectives.
• Executive writing experience, with the ability to craft communications that resonate with senior leadership.

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

Base Pay/Salary
Elgin,IL $60,550.00 - $82,000.00