Executive Director of Customer Servicing Insights

Job Description
Join us as the Executive Director of Customer Servicing Insights and lead the transformation of customer service operations by harnessing the power of machine learning and data analytics. This role is pivotal in turning unstructured call data into actionable insights that drive strategic decision-making across Chase Consumer & Community Banking (CCB) Operations.
The Executive Director of Customer Servicing Insights will oversee a team of ~10 analysts and data scientists, fostering a culture of innovation and excellence to enhance customer satisfaction and operational efficiency. This position requires a visionary leader with a deep understanding of data-driven strategies and a passion for improving customer experiences.
Leveraging data & analytics, you will have the opportunity to turn unstructured data from customer call transcripts into usable, consumable, and curated insights. These insights will empower all teams within CCB, accelerating all aspects of our business by using the voice of the customer to inform decisions.
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.
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.