Data Scientist Vice President, Card Customer Experience

Job Description

Job Summary

We're driven by curiosity, passion, optimism, and the belief that everybody can grow.

As a Data Scientist Vice President within the Customer Experience (CX) Analytics Card team, you will have a unique opportunity to be a seasoned and hands-on leader in analytics. You will leverage our Big Data ecosystem and collaborate with senior leaders across the organization to provide strategic insights to the Card & Connected Commerce leadership team. You will play a critical role in delivering analytics leadership, managing and delivering insights from data to identify customer issues across Servicing and Digital experiences and contribute to the development of cross-functional solutions, while partnering with stakeholders across the CX Insights & Innovation team in Marketing, Growth & Innovation.

Job Responsibilities:

• Establish great partnerships with our Card stakeholders in the Customer Experience leadership team to align on and lead the problem-solving and delivery of the analytics roadmap for CX.
• Exhibit exceptional analytical capabilities through understanding and application of various analytical and statistical techniques to answer high-priority business questions across the Card business
• Lead teams of data scientists and oversee the development, planning, and execution of multiple analytics and data science initiatives as a CX analytics team lead and, when necessary, act as an individual contributor
• Serve as a trusted advisor and thought leader by providing recommendations on analytics best practices, methods and tools for analytical work in order to identify most impactful opportunities for our partners
• Identify and articulate customer pain points and Net Promoter Score (NPS) challenges, leveraging data and analytics to drive awareness and inform strategic decision-making.
• Guide project teams in aggregating CX data and synthesizing analytical findings from various sources for consumption by stakeholders and business executives in Card CX
• Manage, develop and retain talent by creating an environment of open communication and fair performance assessment, promotion, and compensation
• Set standards of excellence for the team by demonstrating professional expertise, strong work ethic, integrity and professional behavior
• Recruit and train talented data professionals from diverse backgrounds and maintain an inclusive team environment across CX Analytics
• Uphold a rigorous controls environment to ensure accurate and timely results

Required qualifications, capabilities, and skills:

• Bachelor's and Master's degree in a quantitative discipline (Data Science/Analytics, Mathematics, Statistics, Physics, Engineering, Economics, Finance or related fields)
• 5+ years of experience in applying analytics to real world problems and on leading teams of analysts
• 5+ years of experience with SQL and at least one of the following analytical tools: SAS, Python, R
• Experience with visualization techniques for data analysis and presentation
• Superior problem-solving, written, oral communication and presentation skills with experience communicating concisely and effectively with all levels of management and partners

Preferred qualifications, capabilities, and skills:

• Experience in financial services, digital or customer experience analytics
• Hands-on experience with Python, SQL and Tableau preferred
• Familiarity with web analytics tools (Qualtrics, Adobe, Quantum Metric, etc.)

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.