Service Experience Process Improvement Analyst II

Job Description

If you are a strategic thinker, enjoy relationship-building with stakeholders, and are excited to execute initiatives for key clients, then a role as a  Service Experience Process Improvement Analyst  is for you. 

 

As the Service Experience Process Improvement Analyst II within our Business Banking team, you will play a pivotal role in elevating both banker and client experiences by analyzing and optimizing service operations. You will map end-to-end service processes, facilitate discussions to uncover opportunities for expanding banker productivity, and establish sound practices for leveraging our service operations organization to address critical account maintenance and client service needs. By partnering with Business Analysis Process Managers, Project Managers, and key stakeholders, you will advocate for process improvements that directly impact service quality and efficiency. You will engage effectively with various employee feedback channels, adapt quickly to changing circumstances with minimal notice, and excel in a fast-paced environment that involves serving multiple customers and managing competing priorities. If you excel at leading cross-functional projects, promoting timely resolution of issues, launching new service initiatives, and promoting meaningful change, you may be the perfect fit for our team.

Job Responsibilities

• Act as a problem solver and solution finder focused on enhancing the service experience for bankers and clients within Business Banking.
• Rapidly identify the value proposition of service initiatives and build compelling business cases that outline the investment and benefits for clients and bankers, while consulting with partners on the development of comprehensive process maps to support these initiatives. 
• Initiate, co-lead, and implement service-focused process improvement initiatives using structured problem-solving methodologies, including problem identification, root cause analysis, and project closure.
• Support Business Analysis Managers and Project Managers by facilitating agenda-based meetings, mapping service processes, taking notes, and gathering key data related to service operations.
• Partner and communicate effectively with stakeholders such as Risk, Controls, Compliance, Legal, Performance Consulting, and the Process Modeling Center of Excellence to ensure service operations align with regulatory and business requirements.
• Maintain an accurate book of work that delineates between initiatives that required technology intervention and those that can be executed procedurally. 
• Gain and maintain firsthand insight into the banker and client experience by actively engaging with bankers through in-person observations and discussion across all Business Banker groups 

 

 

 

Required Qualifications, Capabilities, and Skills

• Demonstrated ability in problem solving, critical thinking, and decision making, with a focus on service operations and client and banker experience.
• Strong organizational skills with attention to detail and cause and effect relationships
• Ability to challenge the status quo, raise risks, and recommend solutions that enhance banker productivity and client service.
• Exceptional interpersonal skills; collaboration and relationship building skills with service operations, bankers, and business partners
• Flexible and adaptable to shifting priorities; able to manage competing priorities to achieve the most effective result in a fast-paced, service-driven environment.

Preferred Qualifications, Capabilities, and Skills

• Minimum of 5 years business experience, preferably in service operations, client service, or business banking.
• Project management skills, with experience leading service improvement initiatives.
• Proficiency in Office Suite and SharePoint; Experience with Large Language Models and AI tools is preferred. 
• Demonstrated experience with process improvement methodologies such as LMOS, Lean, Six Sigma, Agile, with a focus on service operations.
• Bachelor’s degree or equivalent experience preferred.

About Us

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

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.