Head of Customer Loyalty Analytics & Insights

JP Morgan Chase; Chicago (IL); On-site; USD 180,000 - 250,000; Full time

Job summary

JPMorgan Chase in Chicago seeks a Quantitative Analytics Director to lead a team of analysts focused on customer loyalty and experience across Business Banking, Consumer Banking, and Wealth Management. You will set priorities, translate complex data into actionable insights, and guide senior leadership decisions.

You will advance CX measurement, collaborate with cross-functional partners, and drive the adoption of AI-based analytics to deepen understanding of loyalty drivers and business impact.

Qualifications

• Demonstrated leadership of analytical teams and development of analysts.
• Experience translating customer insights into business actions.
• Strong knowledge of customer experience measurement and loyalty analytics.
• Ability to connect customer feedback with operational and financial data.

Responsibilities

• Lead and develop a high-performing analytics team (approx. six analysts).
• Oversee loyalty analytics across lines of business and customer segments.
• Translate data into strategic recommendations for senior leaders.
• Quantify business impact linking CX to balances, revenue, and retention.
• Influence priorities and guide investments based on insights.
• Promote AI and advanced analytics to improve insights and scalability.
• Deliver executive-level reporting and insights for senior leaders and boards.

Skills

Team leadership

Analytics

Customer experience

Strategy translation

Executive communication

AI & advanced analytics

Education

Bachelor's degree

Job description

JPMorgan Chase in Chicago seeks a Quantitative Analytics Director to lead a team of analysts focused on customer loyalty and experience across Business Banking, Consumer Banking, and Wealth Management. You will set priorities, translate complex data into actionable insights, and guide senior leadership decisions.

You will advance CX measurement, collaborate with cross-functional partners, and drive the adoption of AI-based analytics to deepen understanding of loyalty drivers and business impact.