Client Experience Manager

Jpmorgan Chase Bank, N.A.; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading global financial services firm based in São Paulo seeks a LATAM Payments Client Experience Associate to enhance customer satisfaction through data analytics and insights. The role emphasizes building relationships, gathering feedback, and generating actionable insights to improve client experiences. Candidates should have over 5 years of experience in data analytics, excellent communication skills, and a hands-on mindset. Proficiency in English is essential, while Spanish is a plus. This position offers opportunities for professional growth in a diverse and inclusive environment.

Qualificações

• 5+ years of experience in data analytics including customer feedback and survey analytics.
• Experience with project management using agile methodology.
• Fluent in English; proficiency in Spanish is a bonus.

Responsabilidades

• Act as a customer advocate improving service quality.
• Build strong client relationships through feedback gathering.
• Analyze client data to identify trends and develop strategies.
• Create and maintain data pipelines and dashboards.

Conhecimentos

Data analytics

Customer feedback analysis

Problem solving

Communication skills

Descrição da oferta de emprego

Overview

The LATAM Payments Client Experience Associate is responsible for gathering and interpreting data on customer satisfaction.

Their main job duties include review surveys to collect client feedback, analyzing data, and creating reports for the company management team.

Focused on improving client experience across the end-to-end customer journey.

Drive digital adoption by continuously listen to customers and translate the data into actionable insights, and proactively distribute the findings to empower customer centric actions and decisions across the LATAM Payments organization.

As a Customer Experience Associate, you will be part of a growing, global customer experience practice that is focused on using analytics to improve our customer experiences.

You get to influence the business by translating customer feedback across the end-to-end customer journeys into actionable insights that drives business improvements and strategies.

Responsibilities

• Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and operational areas.
• Build strong relationships with clients that are fostered by gathering customer feedback and need in real time. This feedback is incorporated into the products and processes design to improve the overall customer experience.
• Uses information from the client experience to gain insights from the customer's unique perspective to augment the customer experience and cultivate customer loyalty as identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas.
• Gather business requirements and collaborate with internal and external cross-functional teams on data capture, distribution strategies and product development influencing internal partners to focus on our client digital adoption and self‑serve behavior.
• Advocate for customers by continuously developing periodic and ad‑hoc reports and proactively distributing the insights among appropriate stakeholders.
• Create and maintain robust pipelines of data that yield visualized dashboards.
• Owns and drives exceptional client outcomes - considers the bigger picture to identify long term solutions for the client, analyzing and interpreting client data to identify trends and develop strategy.

Required Qualifications

• 5+ years of experience in data analytics including experience in customer feedback or survey analytics, statistical analysis, marketing analytics, or similar quantitative fields and in creating reports and dashboards
• Experience with project management (preferably with agile methodology) and process re‑design.
• Use of technical knowledge to produce value‑added solutions for clients and partners.
• Uses client product utilization as a solution to meet business objectives.
• Excellent problem solving, analytical skills and attention to detail.
• Strong oral and written communication skills.
• Must be fully fluent in English.

It is important to have a hands on mindset

Ability to effectively partner with internal colleagues and external clients.

Preferred Qualifications

• Comprehensive understanding of Payments products, processes, and relevant market knowledge.
• Experienced to succeed when working under pressure on tied deadlines as having multi‑tasking, time management and organizational skills.
• Good knowledge in Spanish is a differential.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors.

Our first-class business in a first-class way approach to serving clients drives everything we do.

We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.