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**Senior Associate, AI Customer Journey Transformation Analytics** at JPMorgan Chase in Columbus, OH, leverages behavioral analytics to drive customer experience improvements. Core responsibilities include analyzing digital journeys, collaborating cross-functionally, designing experiments, and communicating insights. Proficient in SQL, strong analytical thinking, and exceptional communication skills are required. Preferred proficiencies span AI tools, Python/R, and regulatory industry experience. Join to shape customer experiences and outcomes data-driven.

Compensation: Not specified
City: Not specified
Country: United States

Full Job Description

Location: Columbus, OH, United States

Join a team that improves self-service experiences for millions of customers. In this role, you will turn customer behavior data into clear insights and recommendations that help reduce friction, improve outcomes, and build long-term customer relationships. You will work closely with partners across product management, technology, and design to define what success looks like and how to measure it.

As a Senior Associate, AI Customer Journey Transformation Analytics at JPMorganChase, you will use behavioral and journey analytics to shape Objectives and Key Results, design and measure experiments, and answer strategic questions with rigor. You will deliver actionable analysis in clear, compelling terms and help teams make faster, better decisions grounded in data.

Job responsibilities

Analyze customer behavior across digital journeys and phone interactions, and communicate findings through clear narratives and visualizations

Build strong partnerships and operating routines that increase data-informed decision-making

Create experiment and analytics plans to measure the customer impact of new strategies and operational improvements

Identify opportunities to drive business outcomes through insights, Objective and Key Results development, and deep-dive analysis

Collaborate with cross-functional teams to identify, size, and prioritize initiatives that improve customer experience and operational efficiency

Share learnings and results with key stakeholders to increase awareness and adoption of a journey-led approach to innovation

Partner with modeling and analytics teams to support predictive modeling, machine learning, and advanced analytics efforts

Support strong data governance by aligning to controls and coordinating with data owners as needed

Provide consultation to broader analytics partners as a subject matter resource in behavioral and customer journey data

Required qualifications, capabilities and skills

2+ years of applied experience analyzing customer experiences, digital products/usage, operations, strategy, or a related field

An AI-first, outcome-oriented approach, with the ability to break down ambiguous problems, apply judgment, and validate results

Strong analytical thinking and attention to detail, with a track record of turning data into clear, actionable insights

Ability to translate complex business questions into structured analytical plans and execute with high quality

Strong written and verbal communication skills, including presenting insights to senior stakeholders

Proficiency with SQL and experience working with customer behavior data

Bachelors degree

Preferred qualifications, capabilities and skills

Experience applying large language models and AI tools to real business problems

Experience with Python or R for analysis and automation

Experience with analytics and visualization tools such as Tableau, Alteryx, or Adobe Analytics

Experience working with large-scale data environments (for example, Hadoop, Teradata, or Snowflake)

Experience designing, measuring, or interpreting A/B tests or similar experiments

Experience in financial services or a similarly regulated industry

Strong slide-writing and executive-ready storytelling skills

Use data, experimentation, and AI to improve self-service journeys for millions of customers.

Full Job Description