JPMorgan Chase Home Lending - Business Analysis Manager (Customer Experience Group) - Phoenix, AZ in Phoenix, Arizona

The Business Analysis Manager within the Customer Experience Analytics and Strategy team will partner closely with key stakeholders and business partners, across Origination channels, to create and implement a customer experience action plan based on feedback from across various listening posts including complaints, surveys, and employee feedback. The position also requires strong partnership and collaboration within the team to define the customer experience across the customer life cycle. Curiosity, strategic thinking, an analytical mindset, communication skills, and the ability to collaborate effectively within the Mortgage business are critical core competencies. This role will report into the Head of Customer Experience Analytics & Strategy for Mortgage Banking.

  • Lead a team focused on improving customer experience by utilizing key data (complaints, employee feedback, surveys, social media, operational) and process improvement methodologies to define critical gaps and create specific initiatives targeted at improving the customer experience for the Originations business, including CD, Retail and Home Equity

  • Identify and analyze top trends and root cause complaints to create short-term and long-term focused action plans aimed at improving customer experience targeting: processes, technology/digital, customer communication and employee channels

  • Objectively assesses the customer impact of our policies and practices on the service experience within Originations; actively partner with Originations business leadership to drive sustainable, customer-centric improvements

  • Actively partner in the development of a sustainable framework to monitor and evaluate the quality of service delivery

  • In collaboration with the Head of Customer Experience Analytics & Strategy, create performance measures that effectively gauge our customers' experience with our services, enable early identification and resolution of issues, and measure our progress

  • Serve as the “voice of the customer” in initiatives driven by the Originations business

  • Bachelor's Degree required, Masters Degree preferred

  • Required Originations experience, with +10 years of experience in financial services or customer experience role, with a deep understanding managing processes, metrics and people within a Mortgage business

  • Direct experience driving or influencing projects and change initiatives within large, complex organizations

  • Strong analytical and influence management skills to analyze results and customer Creative and innovative problem solver, able to communicate new ideas, and inspire support

  • Engaging people leader who has demonstrated the ability to lead, coach and develop employees

  • Proven track record in building strong relationships, influencing change and delivering results across a large organization

  • Thrives in a fast-paced environment needing to manage multiple priorities

  • Excellent written and verbal communication skills

  • Strong attention to detail

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.