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.
GSS Customer Experience
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 targets several key aspects of the customer experience including strategy & engagement, support, intelligence, and process Improvement. 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 Customer Experience Analyst will work under the Process Improvement & Customer Strategy team and will help to assess, monitor, and improve the products, services, and support offered to GSS Customers. The role will analyze current customer intelligence and help desk metrics and play a lead role in developing new customer behaviour metrics for the team.
Support the design and build of GSS Customer Experience reporting & analytics including enhance customer segmentation and product usage data
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 manager
Collaborate with other JPMC reporting and analytics teams to deploy best in class reporting and analytics practices
Bachelors degree preferred (will accept Associates degree with a CX related specialization)
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
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
Proficient in MS Outlook and Word – SharePoint knowledge a plus
Experience in Data Management, Data Modelling, Data Strategy or Big Data a plus
Experience leveraging PowerPoint and Visualization tools (i.e. Tableau, Qlikview) a plus
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