Quantitative Analytics Director - Customer Loyalty Analytics

Quantitative Analytics Director, Customer Loyalty Analytics

As Quantitative Analytics Director, youwill play a critical leadership role in advancing a consistent, credible, and insight-driven approach to customer measurement across Business Banking, Consumer Banking, and Wealth Management. You will lead and develop a team of approximately six analysts, setting analytical priorities and ensuring the team transforms complex quantitative and qualitative customer data into clear insights that help senior leaders understand what is changing in the customer experience, why it is changing, what it means for the business, and where action will have the greatest impact. You will operate at the intersection of customer experience, analytics, and business strategy. 

Key Responsibilities

• Lead and develop a high-performing analytics team. Provide strategic direction, coaching, and development for a team of approximately six analysts. Establish priorities, allocate resources, raise the team's analytical capabilities, and foster a culture of collaboration, innovation, intellectual curiosity, and accountability.
• Lead customer loyalty analytics. Oversee analysis of Satisfaction, Net Promoter Score, and other customer experience measures across lines of business, products, customer segments, and key touchpoints. Identify meaningful trends and develop clear perspectives on the underlying drivers of improvement or deterioration.
• Translate data into strategic insight. Connect survey feedback with customer, operational, behavioral, and financial data to identify customer pain points, loyalty drivers, and emerging opportunities. Translate complex analysis into clear, decision-ready recommendations for business leaders.
• Quantify business impact. Partner with analytics and business teams to connect customer experience to business outcomes, including balances, revenue, retention, and attrition, and evaluate the economics associated with addressing significant customer pain points.
• Influence customer experience priorities. Use customer and business insights to help leaders prioritize investments, evaluate strategic initiatives, establish meaningful customer loyalty goals, and assess the effectiveness of actions taken to improve the customer experience.
• Advance AI and analytical innovation. Lead the adoption of AI, advanced analytics, and emerging analytical techniques to generate richer insights from structured and unstructured customer feedback, accelerate discovery, and improve the quality and scalability of customer experience analytics.
• Deliver executive-level reporting and insights. Support executive scorecards and management reporting for senior CCB leaders, the Public Responsibility Committee of the Board of Directors, and external regulatory agencies. Ensure insights are analytically rigorous, clearly communicated, and appropriately contextualized.
• Shape enterprise customer measurement. Promote consistent analytical standards and customer measurement practices across Chase, sharing best practices and helping strengthen the credibility, comparability, and usefulness of customer experience metrics.
• Build strong cross-functional partnerships. Develop trusted relationships with business, product, analytics, and customer experience leaders across CCB. Influence decisions through fact-based insights and build alignment across diverse stakeholders.
• Champion the voice of the customer. Bring an objective, customer-centered perspective to strategic discussions and help translate customer feedback into actionable opportunities for customer-facing teams, products, processes, and experiences.

Required Qualifications

• 10+ years of relevant professional experience, including significant experience in analytics, customer experience, strategy, or a related discipline.
• Bachelor's degree required; degree in a quantitative, analytical, business, or related field preferred.
• Demonstrated people-management experience, including successfully leading, developing, coaching, and motivating analytical talent.
• Proven ability to set direction for an analytical team, manage competing priorities, and deliver high-quality work through others.
• Demonstrated experience translating complex data and customer insights into strategies, recommendations, and measurable business actions.
• Strong knowledge of customer experience measurement, survey research, customer satisfaction, and/or loyalty analytics.
• Proven ability to connect customer feedback with behavioral, operational, and financial data to develop a holistic view of business performance.
• Experience applying AI-based tools and/or advanced analytical techniques to quantitative or qualitative data.
• Exceptional analytical and problem-solving skills, including the ability to synthesize seemingly disparate information into clear themes, hypotheses, and actionable insights.
• Outstanding executive communication and presentation skills, with the ability to distill complex analyses into clear and compelling narratives for senior audiences.
• Demonstrated ability to influence without direct authority and build consensus across multiple businesses, functions, and levels of leadership.
• Highly effective collaborator with a track record of building trusted partnerships in complex, matrixed organizations.
• Strong intellectual curiosity, sound business judgment, and a self-directed approach to identifying and solving high-value business problems.
• Unwavering commitment to analytical objectivity, accuracy, and integrity.
• Strong Microsoft Office skills, particularly PowerPoint and Excel.

Preferred Qualifications

• 5+ years of experience in banking or financial services.
• Experience leading analytics, customer insights, or quantitative research teams within a large, complex organization.
• Experience designing, managing, or analyzing large-scale customer survey or Voice of the Customer programs.
• Experience linking customer experience measures to financial outcomes, customer behavior, retention, or relationship depth.
• Experience using advanced analytics, AI, natural language processing, or related techniques to analyze customer feedback at scale.
• Experience developing analytics and communications for executive, Board, or regulatory audiences.

We do not offer any type of employment-based immigration sponsorship for this position. Likewise, JPMorganChase , will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit including optional practical training (OPT) or curricular practical training (CPT).

Base Pay/Salary: Chicago,IL $171,000.00-$260,000.00