VoC Insights Specialist, Customer Success

JPMorganChase; Columbus (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

JPMorgan Chase is seeking a Voice of Client Senior Associate within Wealth Management to own recurring VoC reporting and synthesize insights for senior stakeholders. You will turn data into clear recommendations, partnering with Research, Data & Analytics, and Product teams to improve client satisfaction and reduce attrition across channels.

You will translate qualitative and quantitative findings into actionable narratives, deliver executive-ready dashboards, and support strategic decisions

Qualifications

• 3+ years in customer experience, consumer insights, business analytics, market research, strategy, or related field.
• Hands-on ability to structure analyses, clean/validate data, use descriptive statistics and segmentation.

Responsibilities

• Own recurring VoC reporting from data quality monitoring through trend identification and stakeholder-ready delivery
• Analyze qualitative and quantitative VoC data to surface pain points, themes, segments, and drivers of satisfaction
• Translate complex analysis into concise narratives that explain what happened, why it matters, and what we should consider next
• Scope and execute ad-hoc analyses including data extraction, cleaning, joining, validating, and building clear visualizations
• Partner with Research and Data & Analytics on complex analyses to align questions, methodology, interpretation, outputs
• Integrate survey data, complaints, call drivers, digital behavior, operational performance, and market info into a holistic client view
• Create executive presentations, dashboards, and self-serve resources that make VoC insights accessible and actionable
• Manage multiple projects end-to-end and navigate stakeholder trade-offs across objectives and standards

Skills

VoC analysis

Stakeholder mgmt

Data storytelling

Cross-functional collaboration

Analytical thinking

Project management

Executive communication

MS Excel

PowerPoint

Tools

Excel

PowerPoint

Job description

JPMorgan Chase is seeking a Voice of Client Senior Associate within Wealth Management to own recurring VoC reporting and synthesize insights for senior stakeholders. You will turn data into clear recommendations, partnering with Research, Data & Analytics, and Product teams to improve client satisfaction and reduce attrition across channels.

You will translate qualitative and quantitative findings into actionable narratives, deliver executive-ready dashboards, and support strategic decisions