Senior AI Customer Journey Analytics Specialist

JPMorgan Chase; Columbus (OH); On-site; USD 95,000 - 140,000; Full time

Job summary

JPMorganChase in Columbus, OH, seeks a Senior Associate for AI Customer Journey Transformation Analytics to turn customer behavior data into actionable insights and measurable improvements across digital journeys and phone interactions. You will partner with product, technology and design to define success and measure impact, delivering clear recommendations to reduce friction and improve outcomes.

You will lead analytics planning, experiments, and stakeholder storytelling to drive journey-led

Qualifications

• 2+ years of applied experience analyzing customer experiences, digital products/usage, operations, strategy, or a related field.
• An AI-first, outcome-oriented approach, with the ability to break down ambiguous problems, apply judgment, and validate results.
• Strong analytical thinking and attention to detail, with a track record of turning data into clear, actionable insights.
• Ability to translate complex business questions into structured analytical plans and execute with high quality.
• Strong written and verbal communication skills, including presenting insights to senior stakeholders.
• Proficiency with SQL and experience working with customer behavior data.
• Bachelor's degree.

Responsibilities

• Analyze customer behavior across digital journeys and phone interactions, and communicate findings through clear narratives and visualizations
• Build strong partnerships and operating routines that increase data-informed decision-making
• Create experiment and analytics plans to measure the customer impact of new strategies and operational improvements
• Identify opportunities to drive business outcomes through insights, Objective and Key Results development, and deep-dive analysis
• Collaborate with cross-functional teams to identify, size, and prioritize initiatives that improve customer experience and operational efficiency
• Share learnings and results with key stakeholders to increase awareness and adoption of a journey-led approach to innovation
• Partner with modeling and analytics teams to support predictive modeling, machine learning, and advanced analytics efforts
• Support strong data governance by aligning to controls and coordinating with data owners as needed
• Provide consultation to broader analytics partners as a subject matter resource in behavioral and customer journey data

Skills

Applied analytics

AI-first mindset

Analytical thinking

Communication skills

SQL

Customer behavior data

Education

Bachelor's degree

2+ years experience in analytics

Tools

Tableau

Alteryx

Adobe Analytics

Hadoop

Teradata

Snowflake

Job description

JPMorganChase in Columbus, OH, seeks a Senior Associate for AI Customer Journey Transformation Analytics to turn customer behavior data into actionable insights and measurable improvements across digital journeys and phone interactions. You will partner with product, technology and design to define success and measure impact, delivering clear recommendations to reduce friction and improve outcomes.

You will lead analytics planning, experiments, and stakeholder storytelling to drive journey-led