Customer Journey Analytics-Executive Director

Job Description
Come join a team that improves Chase's self-service experiences for millions of customers.
As an Customer Journey Analytics Director on the Digital Operations (DigiOps) Analytics Team, you'll support an extensive portfolio by using data to provide recommendations that enhance the customer experience and build long term, profitable customer relationships. You'll be part of and lead a high performing team focused on improving Chase's web and mobile platforms for millions of customers.
Your expertise in behavioral data, application of AI techniques and analytical leadership will be used to help define OKRs, develop and measure A/B tests, answer strategic analytical questions, and create analytical plans to drive outcomes. You will be responsible for delivering actionable analysis in clear and compelling terms while building relationships with Product, Tech, Design, and more.
Job responsibilities:

• Analyze, visualize, and tell compelling stories through data about customer behaviors
• Increase data-informed decisions through establishing partnerships, best practices, and clear communications
• Create experiment and analytical plans to measure the customer impact of new strategies
• Increase data-informed decisions and experimentation through establishing partnerships, best practices, and clear communications
• Identify opportunities to drive business outcomes through Insights, OKR development, and deep-dive analysis
• Collaborate with cross-functional teams to identify and prioritize initiatives that drive operational efficiencies and improve customer experience.
• Promote and market the successes and learnings across key stakeholders and partner teams to drive increased awareness and adoption of a journey-led approach to driving innovation.
• Partner with Modeling COE to build predictive models, apply machine learning, AI and other advanced techniques to solve business problems.
• Coordinate efforts across Data Owner Leads to ensure consistent data strategies and compliance. Ensure data is highly governed and controlled
• Lead and develop a world class team of high performing statisticians and data scientists.

Required qualifications, capabilities, and skills:

• 10+ years of experience in digital operations, strategy, analytics or a related field
• BS Degree in data science, mathematics, statistics, econometrics, engineering, or related fields
• Experience leveraging large datasets to analyze customer experiences and behaviors in digital channels
• Knowledge of data science principles and tech tools (Python, Adobe Analytics, Snowflake)
• Competent applying A/B testing and experimentation frameworks for impact measurement
• Detail-oriented and structured thinker with a passion for analyzing data and providing clear actionable insights
• Ability to organize complex business problems and translate into analytical plans and execute with high quality
• Strong communication and presentation skills to deliver insights to executives and partner with other teams
• Outcomes-driven with high achievement orientation, a bias towards action, and the ability to lead and motivate others around results that drive impact
• Experience leading and developing high-performing teams.

Preferred qualifications, capabilities, and skills:

• Experience in financial services or a similar industry is 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.
The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.