Senior Associate, AI Customer Journey Transformation Analytics

Job description

Join a team that improves self-service experiences for millions of customers. In this role, you will turn customer behavior data into clear insights and recommendations that help reduce friction, improve outcomes, and build long-term customer relationships. You will work closely with partners across product management, technology, and design to define what success looks like and how to measure it. As a Senior Associate, AI Customer Journey Transformation Analytics at JPMorganChase, you will use behavioral and journey analytics to shape Objectives and Key Results, design and measure experiments, and answer strategic questions with rigor.

You will deliver actionable analysis in clear, compelling terms and help teams make faster, better decisions grounded in data.

Job responsibilities

• Analyze customer behavior across digital journeys and phone interactions, and communicate findings through clear narratives and visualizations
• Build strong partnerships and operating routines that increase data-informed decision-making
• Create experiment and analytics plans to measure the customer impact of new strategies and operational improvements
• Identify opportunities to drive business outcomes through insights, Objective and Key Results development, and deep-dive analysis
• Collaborate with cross-functional teams to identify, size, and prioritize initiatives that improve customer experience and operational efficiency
• Share learnings and results with key stakeholders to increase awareness and adoption of a journey-led approach to innovation
• Partner with modeling and analytics teams to support predictive modeling, machine learning, and advanced analytics efforts
• Support strong data governance by aligning to controls and coordinating with data owners as needed
• Provide consultation to broader analytics partners as a subject matter resource in behavioral and customer journey data Required qualifications, capabilities and skills
• 2+ years of applied experience analyzing customer experiences, digital products/usage, operations, strategy, or a related field An AI-first, outcome-oriented approach, with the ability to break down ambiguous problems, apply judgment, and validate results
• Strong analytical thinking and attention to detail, with a track record of turning data into clear, actionable insights
• Ability to translate complex business questions into structured analytical plans and execute with high quality
• Strong written and verbal communication skills, including presenting insights to senior stakeholders
• Proficiency with SQL and experience working with customer behavior data
• Bachelor’s degree Preferred qualifications, capabilities and skills Experience applying large language models and AI tools to real business problems Experience with Python or R for analysis and automation Experience with analytics and visualization tools such as Tableau, Alteryx, or Adobe Analytics Experience working with large-scale data environments (for example, Hadoop, Teradata, or Snowflake) Experience designing, measuring, or interpreting A/B tests or similar experiments Experience in financial services or a similarly regulated industry
• Strong slide-writing and executive-ready storytelling skills