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Chase · 2 months ago

Voice Product Analytics Team - Senior Quantitative Analytics Associate

300 N King St, Wilmington, DE, 19801, US

Full-time

Onsite

Mid, Senior Level

3+ years exp

Chase is a financial services company seeking a Senior Quantitative Analytics Associate to join their Voice Product Analytics team. The role involves using data analytics to enhance customer experience, reduce costs, and support key business initiatives through data analysis and insights presentation.

BankingFinancial Services

Responsibilities

Analyze and manage IVR/NLU performance metrics and customer feedback to identify cross-channel((calls, branch, digital, etc.) trends, issues, and improvement opportunities

Contribute to business cases, design A/B tests, identify pilot populations, and analyze program performance to inform future strategies

Collaborate with data owners to govern data generation, definition, and retention

Prioritize and manage Voice-IVR analytics tasks while independently identifying and implementing customer experience improvements

Support preparing and delivering presentations with clear insights for executives and business partners and build understanding of business drivers and data with product groups

Write and maintain code in Alteryx, SQL, Tableau, and Python and structure and execute KPIs, trend analyses, dashboards, segmentations, and optimizations to improve performance

Continuously assess the current IVR experience, identifying pain points and implementing enhancements to optimize customer satisfaction and proactively seek and evaluate new technologies, processes, and features that can further enhance the IVR system and overall customer experience

Qualification

SQLAlteryxPythonTableauData visualizationStatistical methodsAnalytical skillsCloud servicesFinancial services experienceBig data disciplinesAgile (Scrum)

Required

Bachelor's or Master's degree in a quantitative field (Data Science, Mathematics, Statistics, Physics, Engineering, Economics, Finance, or related); 3+ years of experience applying statistical methods to real-world problems using SQL and at least one of: Alteryx, Python, Tableau

Hands on experience with data visualization for analysis and presentation

Strong mathematical/statistical skills using Alteryx, Python, SQL, Tableau

Robust analytical skills to collect, organize, analyze, and present large amounts of information accurately