JPMorgan Executive Director Customer Servicing Insights 

United States, Delaware, Wilmington 

203429683

Key Responsibilities:

• Insight Generation: Triangulate & discover valuable insights from millions of customer call conversations, focusing on top customer pain points and areas for our specialists to improve.
• Demand Reduction: Identify self-service opportunities through insights, reducing call demand via self-service (IVR & Digital) personalization, ultimately decreasing the number of calls reaching agents, reducing transfers, and preventing repeat calls.
• Cross-Servicing Strategy: Implement a data-driven cross-servicing strategy that leverages AI/ML to power intelligent and personalized experiences for customers and specialists.
• Collaboration and Communication: Support & lead partnerships with key operations stakeholders and product groups to align insights with business objectives, delivering presentations and reports to executives and leadership teams.
• Impact Measurement: Transform data, reporting, and analysis into insights & recommendations impacting Average Handle Time, Transfer Rate, Repeat calls & customer satisfaction.
• Innovation and Improvement: Continuously explore new data types and analytical methods to enhance prediction capabilities and provide actionable recommendations that align with core business objectives.

Required Qualifications, Skills, and Capabilities:

• Education: Bachelor’s or Master’s degree in a quantitative discipline (Data Science/Analytics, Mathematics, Statistics, Physics, Engineering, Economics, Finance, or related fields).
• Experience: Proven experience in leading analytics and data science teams, with a focus on machine learning and customer insights. Experience managing teams across multiple locations is a plus.
• Technical Expertise: Strong understanding of machine learning, data analytics, and AI technologies, with the ability to transform data into actionable insights that improve operational processes.
• Strategic Thinking: Ability to think both independently and collaboratively to implement creative solutions that solve business problems, maintaining focus on broader business objectives.
• Communication Skills: Excellent communication and presentation skills, with the ability to convey complex insights to non-technical stakeholders and executives.
• Problem-Solving: Strong analytical and problem-solving skills, with a focus on driving results and continuous improvement.
• Industry Knowledge: Familiarity with customer service operations and trends, with a passion for enhancing customer experiences through data-driven insights.
• Managerial: Manage & develop 2 existing teams ~10 analyst(s) total across US & India.
• Leadership Skills: Demonstrated ability to lead and inspire teams, fostering a collaborative and innovative work environment.

***Relocation assistance is not available for this role.