Quant Analytics Director

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

Job summary

JPMorgan Chase seeks a Quantitative Analytics Director to lead a team of six analysts across Business Banking, Consumer Banking, and Wealth Management, turning data into strategic insights that guide senior leaders. You will shape customer experience measures, drive AI-enabled analyses, and deliver executive reporting for senior leaders, the Public Responsibility Committee, and regulators.

This role blends analytics, strategy, and cross-functional leadership to improve loyalty and business

Qualifications

• 10+ years of relevant professional experience in analytics, customer experience, strategy, or related field.
• Demonstrated people-management experience leading, coaching, and motivating analytical talent.
• Proven ability to set direction for an analytical team, manage competing priorities, and deliver high-quality work through others.
• Strong knowledge of customer experience measurement, survey research, loyalty analytics, and related metrics.
• Experience applying AI-based tools or advanced analytics to quantitative or qualitative data.
• Exceptional analytical and problem-solving skills with ability to synthesize complex information into actionable insights.

Responsibilities

• Lead and develop a high-performing analytics team of ~six analysts and set priorities.
• Oversee customer loyalty analytics across business lines, products, and segments.
• Translate data into strategic insight, connecting survey feedback with other data sources to identify pain points and drivers.
• Quantify business impact by linking customer experience to balances, revenue, retention, and attrition.
• Influence priorities and investments based on customer and business insights to improve experience.
• Champion the voice of the customer in strategic discussions and cross-functional partnerships.
• Advance AI and analytical innovation to improve insights and scalability.
• Deliver executive-level reporting and management scorecards for senior leaders and regulators.

Skills

People management

Strategic analytics

AI analytics

Executive storytelling

Customer experience measurement

Cross-functional collaboration

Data translation

Quantitative methods

Education

Bachelor's degree

Job description

Quantitative Analytics Director, Customer Loyalty Analytics

As Quantitative Analytics Director, you will play a critical leadership role in advancing a consistent, credible, and insight-driven approach to customer measurement across Business Banking, Consumer Banking, and Wealth Management. You will lead and develop a team of approximately six analysts, setting analytical priorities and ensuring the team transforms complex quantitative and qualitative customer data into clear insights that help senior leaders understand what is changing in the customer experience, why it is changing, what it means for the business, and where action will have the greatest impact. You will operate at the intersection of customer experience, analytics, and business strategy.

Key Responsibilities

• Lead and develop a high-performing analytics team. Provide strategic direction, coaching, and development for a team of approximately six analysts. Establish priorities, allocate resources, raise the team's analytical capabilities, and foster a culture of collaboration, innovation, intellectual curiosity, and accountability.
• Lead customer loyalty analytics. Oversee analysis of Satisfaction, Net Promoter Score, and other customer experience measures across lines of business, products, customer segments, and key touchpoints. Identify meaningful trends and develop clear perspectives on the underlying drivers of improvement or deterioration.
• Translate data into strategic insight. Connect survey feedback with customer, operational, behavioral, and financial data to identify customer pain points, loyalty drivers, and emerging opportunities. Translate complex analysis into clear, decision-ready recommendations for business leaders.
• Quantify business impact. Partner with analytics and business teams to connect customer experience to business outcomes, including balances, revenue, retention, and attrition, and evaluate the economics associated with addressing significant customer pain points.
• Influence customer experience priorities. Use customer and business insights to help leaders prioritize investments, evaluate strategic initiatives, establish meaningful customer loyalty goals, and assess the effectiveness of actions taken to improve the customer experience.
• Advance AI and analytical innovation. Lead the adoption of AI, advanced analytics, and emerging analytical techniques to generate richer insights from structured and unstructured customer feedback, accelerate discovery, and improve the quality and scalability of customer experience analytics.
• Deliver executive-level reporting and insights. Support executive scorecards and management reporting for senior CCB leaders, the Public Responsibility Committee of the Board of Directors, and external regulatory agencies. Ensure insights are analytically rigorous, clearly communicated, and appropriately contextualized.
• Shape enterprise customer measurement. Promote consistent analytical standards and customer measurement practices across Chase, sharing best practices and helping strengthen the credibility, comparability, and usefulness of customer experience metrics.
• Build strong cross-functional partnerships. Develop trusted relationships with business, product, analytics, and customer experience leaders across CCB. Influence decisions through fact-based insights and build alignment across diverse stakeholders.
• Champion the voice of the customer. Bring an objective, customer-centered perspective to strategic discussions and help translate customer feedback into actionable opportunities for customer-facing teams, products, processes, and experiences.

Required Qualifications

• 10+ years of relevant professional experience, including significant experience in analytics, customer experience, strategy, or a related discipline.
• Bachelor's degree required; degree in a quantitative, analytical, business, or related field preferred.
• Demonstrated people-management experience, including successfully leading, developing, coaching, and motivating analytical talent.
• Proven ability to set direction for an analytical team, manage competing priorities, and deliver high-quality work through others.
• Demonstrated experience translating complex data and customer insights into strategies, recommendations, and measurable business actions.
• Strong knowledge of customer experience measurement, survey research, customer satisfaction, and/or loyalty analytics.
• Proven ability to connect customer feedback with behavioral, operational, and financial data to develop a holistic view of business performance.
• Experience applying AI-based tools and/or advanced analytical techniques to quantitative or qualitative data.
• Exceptional analytical and problem-solving skills, including the ability to synthesize seemingly disparate information into clear themes, hypotheses, and actionable insights.
• Outstanding executive communication and presentation skills, with the ability to distill complex analyses into clear and compelling narratives