Quant Analytics Associate Senior - Consumer Feedback and Communications

Location: Columbus, OH, United States

Job Family: Quant Analytics

About the Role

At JP Morgan Chase, we are at the forefront of redefining the consumer banking experience, and the Quant Analytics Associate Senior in Consumer Feedback and Communications plays a pivotal role in this mission. In this position based in Columbus, OH, you will leverage advanced quantitative techniques to transform raw customer feedback into strategic insights that enhance satisfaction, drive engagement, and ultimately boost profitability across our consumer banking portfolio. As part of the Quant Analytics team, you will work with vast datasets from digital channels, surveys, and direct communications to uncover patterns in customer behavior, informing product innovations and personalized outreach strategies that align with our commitment to client-centric financial services. Your day-to-day responsibilities will involve developing sophisticated models to analyze sentiment and feedback trends, collaborating with cross-functional teams in product development, marketing, and risk management to implement data-driven improvements. You will create compelling visualizations and reports that communicate complex findings to executive leadership, ensuring that customer voices directly influence business decisions. At JP Morgan Chase, this role is integral to our broader goal of fostering trust and loyalty in a competitive financial landscape, where quantitative rigor meets empathetic customer understanding to deliver measurable business impact. We seek a proactive analyst with a passion for data and a deep interest in consumer dynamics within banking. Joining JP Morgan Chase means contributing to a global leader in financial services, where your work supports millions of customers while offering opportunities for career growth in a supportive, innovative environment. If you thrive on turning data into stories that drive real-world change, this role offers the platform to make a lasting difference in how we connect with and serve our clients.

Key Responsibilities

• Analyze customer feedback data from surveys, social media, and call centers to identify trends impacting satisfaction and engagement
• Develop quantitative models to translate feedback into actionable insights that drive improvements in consumer banking products
• Collaborate with business teams to enhance customer communication strategies, boosting retention and profitability
• Create dashboards and reports using tools like Tableau or Power BI to visualize key metrics for senior leadership
• Conduct A/B testing on communication campaigns to measure impact on customer behavior and financial outcomes
• Monitor and report on key performance indicators (KPIs) related to Net Promoter Score (NPS) and customer lifetime value
• Partner with compliance and risk teams to ensure feedback analysis adheres to JP Morgan Chase's ethical and regulatory standards
• Innovate new methodologies for sentiment analysis and predictive modeling of customer needs in the digital banking space
• Support the integration of AI-driven tools for real-time feedback processing in consumer-facing applications
• Contribute to strategic initiatives that align customer insights with JP Morgan Chase's broader profitability goals

Required Qualifications

• Bachelor's degree in Quantitative Finance, Statistics, Data Science, Economics, or a related field; Master's degree preferred
• 3+ years of experience in quantitative analytics, data analysis, or customer insights roles within the financial services industry
• Proficiency in statistical modeling and data visualization tools to derive actionable insights from customer feedback
• Strong understanding of consumer banking products and customer experience metrics in a large-scale financial institution
• Experience with SQL, Python, or R for data manipulation and analysis
• Demonstrated ability to collaborate with cross-functional teams including product, marketing, and compliance groups
• Excellent communication skills to present complex data findings to senior stakeholders

Preferred Qualifications

• Advanced degree (Master's or PhD) in a quantitative discipline with a focus on behavioral economics or customer analytics
• Prior experience at a major financial institution like JP Morgan Chase, analyzing consumer feedback for banking products
• Familiarity with regulatory requirements such as those from the CFPB regarding customer satisfaction reporting
• Certification in data analytics (e.g., Google Data Analytics or CFA Quantitative Methods)
• Experience using machine learning techniques for sentiment analysis on customer communications

Required Skills

• Quantitative analysis and statistical modeling
• Data visualization and dashboard creation
• SQL and database querying
• Python or R programming for analytics
• Machine learning for sentiment analysis
• Customer experience (CX) metrics interpretation
• Financial modeling and profitability analysis
• Cross-functional collaboration
• Stakeholder communication and presentation
• Problem-solving and critical thinking
• Attention to detail in data handling
• Regulatory knowledge in financial services
• Project management for analytics initiatives
• Adaptability to fast-paced banking environment
• Ethical data usage and privacy compliance

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company matching
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities through JP Morgan's internal training programs and tuition reimbursement
• Employee stock purchase plan and financial wellness resources
• On-site fitness centers and wellness programs at Columbus facilities
• Flexible work arrangements including hybrid options for work-life balance

JP Morgan Chase is an equal opportunity employer.