Quant Analytics Manager - Customer Experience Analytics

Location: Mumbai, Maharashtra, India

Job Family: Quant Analytics

About the Role

At JP Morgan Chase, we are at the forefront of redefining the banking experience through data-driven innovation. As a Quant Analytics Manager in Customer Experience Analytics, you will lead a dynamic team within our Decision Sciences organization, focusing on harnessing quantitative methods to elevate customer interactions across our global retail banking platforms. Based in our Mumbai office, you will play a pivotal role in analyzing customer data to uncover insights that inform personalized services, optimize digital journeys, and boost satisfaction metrics like NPS. This position demands a blend of technical expertise and strategic vision to transform raw data into actionable strategies that align with JP Morgan's commitment to client-centric financial solutions. Your leadership will involve spearheading advanced analytics projects, from predictive modeling of customer churn to sentiment analysis of interaction data, ensuring all efforts comply with stringent financial regulations. Collaborating with diverse teams in product development, risk management, and marketing, you will drive initiatives that enhance the overall customer experience in a competitive fintech landscape. At JP Morgan Chase, you'll leverage cutting-edge tools and vast datasets from millions of client interactions to deliver insights that not only improve service delivery but also contribute to sustainable business growth. We value professionals who thrive in a collaborative, innovative environment and are passionate about using analytics to make a tangible impact. Joining JP Morgan Chase means becoming part of a legacy of excellence in financial services, with opportunities to advance your career while contributing to initiatives that serve diverse global communities. If you are ready to lead the charge in customer experience analytics, apply today to shape the future of banking at one of the world's leading financial institutions.

Key Responsibilities

• Lead a team of quantitative analysts to develop and execute customer experience analytics strategies that enhance JP Morgan Chase's retail banking services
• Design and implement advanced statistical models to analyze customer behavior, sentiment, and satisfaction across digital and in-branch channels
• Collaborate with cross-functional teams, including product managers and risk officers, to derive insights that drive customer-centric innovations
• Utilize big data tools to process and interpret vast datasets from transaction histories, feedback surveys, and interaction logs
• Monitor key performance indicators (KPIs) related to customer experience and recommend data-driven optimizations for business processes
• Mentor junior analysts in best practices for quantitative modeling and ensure adherence to JP Morgan's data governance standards
• Present analytical findings and recommendations to senior leadership to influence strategic decisions in the financial services landscape
• Stay abreast of emerging trends in AI and machine learning to apply them to customer analytics initiatives
• Ensure all analytics projects comply with financial regulations and ethical data usage policies

Required Qualifications

• Bachelor's degree in Quantitative Finance, Statistics, Mathematics, Computer Science, or a related field; advanced degree (Master's or PhD) preferred
• 5+ years of experience in quantitative analytics, data science, or customer experience analytics within the financial services industry
• Proven leadership experience managing teams in data-driven environments, with a focus on delivering actionable insights
• Strong proficiency in statistical modeling, machine learning, and predictive analytics techniques
• Experience with large-scale data processing and analysis in a banking or fintech context
• Excellent communication skills to translate complex data findings into business strategies for senior stakeholders

Preferred Qualifications

• Experience working at a major financial institution like JP Morgan Chase or similar
• Domain knowledge in customer experience metrics, such as Net Promoter Score (NPS) and customer journey mapping in retail banking
• Familiarity with regulatory compliance in financial data analytics (e.g., GDPR, Basel III)
• Advanced certifications in data science (e.g., CFA Quantitative Methods, Google Data Analytics Professional)

Required Skills

• Proficiency in Python, R, or SQL for data manipulation and statistical analysis
• Expertise in machine learning frameworks like TensorFlow or scikit-learn
• Strong knowledge of statistical methods including regression, clustering, and time-series analysis
• Experience with big data technologies such as Hadoop, Spark, or AWS services
• Analytical mindset with the ability to handle complex financial datasets
• Leadership and team management skills for guiding quantitative projects
• Excellent problem-solving abilities in high-stakes financial environments
• Communication skills for stakeholder presentations and report writing
• Familiarity with visualization tools like Tableau or Power BI
• Understanding of customer experience frameworks in banking
• Project management skills using Agile or similar methodologies
• Attention to detail for ensuring data accuracy and compliance
• Adaptability to fast-paced, innovative tech in fintech
• Ethical judgment in data privacy and AI applications

Benefits

• Competitive base salary and performance-based bonuses aligned with JP Morgan Chase's global compensation structure
• Comprehensive health, dental, and vision insurance coverage for employees and dependents
• Retirement savings plan with generous company matching contributions
• Paid time off, including vacation, sick leave, and parental leave policies
• Professional development opportunities through JP Morgan's internal training programs and tuition reimbursement
• Employee wellness programs, including gym memberships and mental health support
• Flexible work arrangements, including hybrid options in Mumbai
• Stock purchase plan and other financial perks tailored to the banking industry

JP Morgan Chase is an equal opportunity employer.