Customer Journey Analytics-Executive Director

Come join a team that improves Chase's self-service experiences for millions of customers.

As an Customer Journey Analytics Director on the Digital Operations (DigiOps) Analytics Team, you'll support an extensive portfolio by using data to provide recommendations that enhance the customer experience and build long term, profitable customer relationships.

You'll be part of and lead a high performing team focused on improving Chase's web and mobile platforms for millions of customers.

Your expertise in behavioral data, application of AI techniques and analytical leadership will be used to help define OKRs, develop and measure A/B tests, answer strategic analytical questions, and create analytical plans to drive outcomes.

You will be responsible for delivering actionable analysis in clear and compelling terms while building relationships with Product, Tech, Design, and more.

Job responsibilities:


* Analyze, visualize, and tell compelling stories through data about customer behaviors


* Increase data-informed decisions through establishing partnerships, best practices, and clear communications


* Create experiment and analytical plans to measure the customer impact of new strategies


* Increase data-informed decisions and experimentation through establishing partnerships, best practices, and clear communications


* Identify opportunities to drive business outcomes through Insights, OKR development, and deep-dive analysis


* Collaborate with cross-functional teams to identify and prioritize initiatives that drive operational efficiencies and improve customer experience.


* Promote and market the successes and learnings across key stakeholders and partner teams to drive increased awareness and adoption of a journey-led approach to driving innovation.


* Partner with Modeling COE to build predictive models, apply machine learning, AI and other advanced techniques to solve business problems.


* Coordinate efforts across Data Owner Leads to ensure consistent data strategies and compliance.

Ensure data is highly governed and controlled


* Lead and develop a world class team of high performing statisticians and data scientists.

Required qualifications, capabilities, and skills:


* 10+ years of experience in digital operations, strategy, analytics or a related field


* BS Degree in data science, mathematics, statistics, econometrics, engineering, or related fields


* Experience leveraging large datasets to analyze customer experiences and behaviors in digital channels


* Knowledge of data science principles and tech tools (Python, Adobe Analytics, Snowflake)


* Competent applying A/B testing and experimentation frameworks for impact measurement


* Detail-oriented and structured thinker with a passion for analyzing data and providing clear actionable insights


* Ability to organize complex business problems and translate into analytical plans and execute with high quality


* Stron...