Natural Language Processing Scientist - Consumer Feedback Operations

Job Description
You love diving deep into data and transforming insights into impactful solutions-this is the team for you.
As an Natural Language Processing Scientist within the Consumer Feedback Operations unit, you will play a pivotal role in transforming customer feedback into actionable insights. Your expertise will be crucial in analyzing complaints to identify areas for improvement across Consumer and Community Banking (CCB) Lines of Business. You will contribute to the Elevated Theme Program by utilizing machine learning models to detect complaints aligned with regulatory themes, investigating potential system, process, or policy issues.
Additionally, you will engage in the Enhanced Root Cause program, employing methods to uncover the true root causes of complaints and provide strategic recommendations. Collaborating with the AI/ML team, you will tackle complex, data-intensive projects that significantly impact the business, developing next-gen data science solutions for real-time inference and decision-making. Your work will enhance the customer experience and strengthen the Chase brand by addressing fundamental issues leading to customer complaints.
Job Responsibilities

• Design and development of Machine Learning and Artificial Intelligence specializing in Natural Language Processing (NLP).
• Participate in the full model development lifecycle, from framing the problem to prepare documentation and passing independent model review (MRGR).
• Lead NLP/AI/ML projects along with mentoring and coaching junior team members.
• Collaborate with stakeholders to understand the business requirements and clearly define the objectives of any solution including the influencing the NLP roadmap.
• Identify and select the correct method to solve problems while staying up to date on the latest NLP/AI/ML research.
• Ensure the robustness and reliability of all data science solutions.
• Develop and communicate recommendations and data science solutions in easy-to-understand-way leveraging data to tell a story.
• Lead and persuade others while positively influencing the outcome of team efforts and help frame a business problem into a technical problem resulting in a feasible solution

Required Qualifications, Capabilities, and Skills

• Master's Degree with 5+ years or Doctorate (PhD) with 3+ years of experience operating as a data science professional (e.g. data scientist, statistician, or related professions) in a quantitative field: Statistics, Analytics, Data Science, Engineering, Operations Research, Economics, Mathematics, Machine Learning, Artificial Intelligence, and related disciplines.
• 2+ years of experience leading AI/ML projects with multiple team members.
• Hands-on experience in developing machine learning models and/or artificial intelligence, with expertise in NLP models, including text classification, sentiment analysis, and named entity recognition.
• Deep understanding of math and theory behind AI/ML and NLP methods, such as tokenization, parsing, and language models.
• Proficient in data science programming languages like Python, R or Scala.
• Experience with big-data technologies such as Hadoop, Spark, SparkML, etc. & familiarity with basic data table operations (SQL, Hive, etc.).
• Demonstrated relationship building skills, with a superior ability to make things happen through the use of positive influence.

Preferred Qualifications, Capabilities, and Skills

• Advanced expertise with NLP specific techniques and neural networks.
• Experience with Natural Language Generation (NLG) and neural network architectures like BERT, GPT, etc.
• Prior experience with public cloud technologies such as Amazon Web Services (AWS), Azure or Google Cloud Platform(GCP).
• Previous experience leading highly complex cross-functional technical projects with multiple stakeholders.

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.