Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands.
With over 900 team members in 11 countries, JPMC's Global Supplier Services (GSS) organization proactively works with line of business colleagues to identify and partner with suppliers who can provide the best price, quality, and capabilities to support JPMC's business needs. GSS is a highly dynamic global organization comprised of multiple functional areas including Sourcing & Procurement, Third Party Operations & Controls, Customer Experience, and Corporate Insurance Services. These functions work together to manage over $17B of supplier spend with more than 27K suppliers in 48 countries.
 
GSS services include, but are not limited to, identifying the best suppliers to support business needs, purchasing goods and services from new and existing suppliers, mitigating risk in supplier relationships, paying suppliers seamlessly, and managing employee travel and related expenses. 
 
In April 2018, GSS formed the GSS Customer Experience team in an effort to improve the experience for the tens of thousands of JPMC line of business colleagues that GSS serves ("GSS Customers"). The team is comprised of three key disciplines including Customer Intelligence, Strategy & Process Improvement, and Customer Support. Key areas of focus include:
  • Understanding the step-by-step experience GSS Customers undergo when engaging GSS
  • Identifying and implementing process improvements to quickly resolve GSS Customer pain points
  • Providing the best customer experience to GSS Customers utilizing GSS services
  • Delivering GSS services that are easy to find, easy to access, easy to understand, and easy to use
The GSS Customer Experience team is further tasked with helping to drive a culture of "Customer Obsession" across GSS.
 
The GSS Process Improvement Analyst will deploy best in class reporting and analytics practices in order to assess, monitor, and improve the products, services, and support offered to GSS Customers. In this capacity, the Process Improvement Analyst will primarily support reporting and analytics of key metrics gathered from the Customer Intelligence (i.e. customer survey and focus groups) and Customer Support (i.e. GSS help desks) teams. Sample metrics include GSS customer satisfaction scores, help desk inquiry data, customer segmentation data, and GSS process and product specific correspondence.
 
Key Responsibilities:
  • Support the design and build of GSS Customer Experience reporting & analytics
  • Perform end to end customer experience analysis
  • Explore and identify best sources of data to measure and monitor GSS services
  • Monitor and report key metrics (inquiry volumes, cycle times, KPIs, SLAs, etc.)
  • Build and manage presentations and dashboards to socialize team performance and key findings
  • Identify critical insights and analysis and present recommendations with plans to implement them
  • Ensure timely and appropriate escalation of any trends/performance issues
  • Develop and maintain automated queries or processes to efficiently extract and report data
  • Act as liaison between the GSS Business Intelligence and GSS Customer Experience teams
  • Ensure metrics data is accurate, relevant, and actionable
  • Proactively seek and recommend opportunities to improve GSS customer experience via improved systems, processes, and policies and procedures
  • Support ad-hoc requests for customer inquiry related reporting and analytics
  • Develop, review, and maintain reporting documentation
  • Assist with GSS team planning, structuring, and resource allocation
  • Provide other ad hoc customer experience support as requested by the Strategy & Process Improvement manager
  • Collaborate with other JPMC reporting and analytics teams to deploy best in class reporting and analytics practices


Qualifications

 

  • BA/BS in business, computer science, economics, or related field
  • 2 years of business analysis and reporting experience required
  • Strong understanding of customer service and procurement related concepts
  • Ability to proactively identify cause/effect relationships
  • Highly proficient in Business Objects / Web Intelligence tools
  • Ability to develop, analyze, & report at various levels of expertise - from basic to executive
  • A proactive approach to problem solving, taking ownership, and follow through
  • Ability to synthesize and analyze information and  develop actionable recommendations
  • Strong written and verbal communication skills with strong attention to detail and accuracy
  • Solid listening, analytical, critical thinking, and decision making skills
  • Skilled in project management,  requirements gathering, analysis and definition
  • A self-starter who can work independently and learn new systems and processes quickly
  • Excellent prioritization, multi-tasking, and time management skills
  • Highly skilled in Microsoft Excel with strong experience in creating analytical reports as well as using complex formulas and macros
  • Proficient in MS Outlook and Word - SharePoint knowledge a plus
  • Experience in Data Management, Data Modelling,  Data Strategy or Big Data a plus
  • Previous experience with Ariba/SAP a plus
  • Experience leveraging PowerPoint and Visualization tools (i.e. Tableau, Qlikview) a plus
  • Previous experience with FogBugz or similar help desk tools a plus

Application Instructions

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