GSS - Client Data Reporting Analyst

Job Description

Client Data Analyst

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands.

GSS Overview

With over 900 team members in 11 countries, JPMC’s Global Supplier Services (GSS) organization proactively works with line of business colleagues to identify and partner with suppliers who can provide the best price, quality, and capabilities to support JPMC’s business needs. GSS is a highly dynamic global organization comprised of multiple functional areas including Sourcing & Procurement, Third Party Operations & Controls, Customer Experience, and Corporate Insurance Services. These functions work together to manage over $17B of supplier spend with more than 27K suppliers in 48 countries.

GSS services include, but are not limited to, identifying the best suppliers to support business needs, purchasing goods and services from new and existing suppliers, mitigating risk in supplier relationships, paying suppliers seamlessly, and managing employee travel and related expenses.

Position Summary
The GSS Client Data Analyst will deploy best in class reporting and analytics practices in order to assess, monitor, and improve the products, services, and support offered to GSS Customers. In this capacity, the Process Improvement Analyst will primarily support reporting and analytics of key metrics gathered from the Customer Intelligence (i.e. customer survey and focus groups) and Customer Support (i.e. GSS help desks) teams. Sample metrics include GSS customer satisfaction scores, help desk inquiry data, customer segmentation data, and GSS process and product specific correspondence.

• Support the design and build of GSS Customer Experience reporting & analytics
• Monitor and report key metrics (inquiry volumes, cycle times, KPIs, SLAs, etc.)
• Build and manage presentations and dashboards to socialize team performance and key findings
• Identify critical insights and analysis and present recommendations with plans to implement them
• Ensure timely and appropriate escalation of any trends/performance issues
• Act as liaison between the GSS Business Intelligence and GSS Customer Experience teams
• Proactively seek and recommend opportunities to improve GSS customer experience via improved systems, processes, and policies and procedures
• Provide other ad hoc customer experience support as requested by the Strategy & Process Improvement manager
• Collaborate with other JPMC reporting and analytics teams to deploy best in class reporting and analytics practices
  

Qualifications:

• BA/BS in business, computer science, economics, or related field
• 1+ year of business analysis and reporting experience required
• Experience in Data Management, Data Modelling, Data Strategy or Big Data a plus
• Strong written and verbal communication skills with strong attention to detail and accuracy
• Previous experience with ERP systems
• Proficient in MS Office – SharePoint knowledge a plus
• Experience leveraging PowerPoint and Visualization tools (i.e. Tableau, Qlikview) a plus
• Previous experience with FogBugz or similar help desk tools a plus
• A proactive approach to problem solving, taking ownership, and follow through
• Excellent prioritization, multi-tasking, and time management skills