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Client Intelligence and Insight Manager - VP

Plano, TX, USA | J.P. Morgan

  • Industry:
    Financial Services
  • Position Type:
    Full-Time
  • Functions:
    Project Management
  • Experience:
    5-7 years
Job Description:
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Synthesize and report on complex information and data structures focused on client experience related feedback along with operational metrics and client profile information

Assess client experience feedback from the various client touchpoints within commercial bank across lines of business, wholesale products through surveys, complaints, journey maps etc.

Familiarity with a wide range of qualitative and quantitative techniques and the ability to derive insights across channels, products, and business segments and translate into strategic recommendations

Leverage innovative technologies and implement new NLP toolsets to drive insight generation

Work closely with data and technology teams to design and execute database and technology impacts to the client experience team

Contribute to client experience efforts related to client journey development, complaints management and transformation efforts

Design and implement predictive techniques to anticipate client issues and other broad issues with a sense of urgency

Establish self as subject matter expert, trusted partner or role model

Collaborate with business and functional partners to share client experience insights and resolve conflict through expert collaboration and broad decision-making

Engage organization in introducing ideas for improving overall client experience

Pursue cross functional opportunities to improve customer experience or meet customer needs

Foster an environment where risk/control issues are escalated, and trends are anticipated and identified

Qualifications:

6+ years’ advanced analytics experience with true passion for insights generation, leveraging innovative technologies particularly in the client/customer experience domain

Bachelor's Degree in Computer Science, Information Systems, Business Administration

6+ years’ experience managing complex data sets and understanding of databases

5+ years’ experience managing people or teams with proven success contributing to complex, large scale initiatives

3+ years project management experience

Expertise working in Client / Customer Experience domain

Demonstrated experience collaborating with multiple teams, coordinating across different cross-functional initiatives, and reaching consensus with diverse stakeholders

Preferred Qualifications 

MBA or Master’s degree is a plus

Management consulting experience in a leading consulting firm


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