Head of AI-Driven Customer Loyalty Analytics

JP Morgan Chase; Wilmington (DE); On-site; USD 180,000 - 240,000; Full time

Job summary

JP Morgan Chase seeks a Quantitative Analytics Director for Customer Loyalty Analytics to lead a team of about six analysts and shape customer measurement across Banking and Wealth segments. You will translate raw data into actionable insights for senior leaders on what is changing in the customer experience and where action will have the greatest impact.

You will drive strategic analytics, advance AI techniques, and deliver executive-ready insights tied to business outcomes such as balances,

Qualifications

• 10+ years of relevant professional experience, including analytics, customer experience, strategy, or related work.
• Bachelor's degree required; quantitative/analytical/business field preferred.
• Demonstrated people-management experience, including leading, developing, coaching, and motivating analytical talent.
• Ability to set direction for an analytical team, manage priorities, and deliver high-quality work through others.
• Experience translating complex data and customer insights into strategies, recommendations, and actions.
• Strong knowledge of customer experience measurement, survey research, satisfaction, or loyalty analytics.
• Ability to connect customer feedback with behavioral, operational, and financial data for a holistic business view.
• Experience applying AI-based tools and advanced analytics to data.
• Excellent analytical and problem-solving skills; synthesize information into clear themes and actionable insights.
• Outstanding executive communication and presentation skills for senior audiences.
• Ability to influence without direct authority and build consensus across functions and leadership levels.
• Proven collaboration across matrixed organizations and trusted cross-functional partnerships.
• Strong intellectual curiosity, business judgment, and self-directed problem solving.
• Commitment to analytical objectivity, accuracy, and integrity.
• Strong Microsoft Office skills, especially PowerPoint and Excel.

Responsibilities

• Lead and develop a high-performing analytics team across lines of business.
• Oversee loyalty analytics across satisfaction, Net Promoter Score, and other CX metrics.
• Translate data into strategic insights connecting CX to business outcomes.
• Quantify business impact partnering with analytics and business teams.
• Influence CX priorities and define loyalty goals with leaders.
• Advance AI and analytics to generate richer insights from structured and unstructured feedback.
• Deliver executive-level reporting and insights for senior leadership and governance bodies.
• Promote standardized, credible customer measurement across the enterprise.

Skills

People management

Executive communication

Strategic thinking

AI analytics

Cross-functional collaboration

Education

Bachelor's degree

Tools

PowerPoint

Excel

Job description

JP Morgan Chase seeks a Quantitative Analytics Director for Customer Loyalty Analytics to lead a team of about six analysts and shape customer measurement across Banking and Wealth segments. You will translate raw data into actionable insights for senior leaders on what is changing in the customer experience and where action will have the greatest impact.

You will drive strategic analytics, advance AI techniques, and deliver executive-ready insights tied to business outcomes such as balances,