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 ResponsibilitiesDevelop and execute customer satisfaction survey projects across multiple business linesProcess survey invitation files and apply data validationsCapture and remediate data quality issues, document findings, and establish monitoringOrganize and complete work within established timeframes, collaborating with stakeholdersServe as a Subject Matter Expert for survey tools and functionalityDesign surveys, identify issues, and resolve problemsPartner with business teams to define requirements, conduct testing, and provide supportParticipate in discussions with management, effectively challenging opinions and judgmentsInterface with various teams to gather information on processes and controlsMulti-task ongoing development of existing projectsEnsure accuracy and completion of all assigned tasksRequired Qualifications, Capabilities, and SkillsBachelor’s degreeMinimum two years’ experience in a financial services organizationIntermediate experience with MS AccessIntermediate experience with ExcelStrong analytical and problem-solving skillsExcellent documentation skillsAbility to work independently and manage multiple projectsEffective communication and interpersonal skillsStrong negotiation and influencing abilitiesSound judgment and discretionAttention to detailPreferred Qualifications, Capabilities, and SkillsExperience with survey design and data validationFamiliarity with customer experience analyticsAbility to collaborate with cross-functional teamsExperience supporting process improvement initiativesAdvanced written and verbal communication skillsExperience in stakeholder managementKnowledge of data quality monitoring best practices