Reporting Analyst - Customer Experience (CX) Qualtrics

  • Competitive
  • Jersey City, NJ, USA
  • Permanent, Full time
  • JPMorgan.
  • 21 May 19

Reporting Analyst - Customer Experience (CX) Qualtrics

Our Global Technology Infrastructure group is a team rewarded with innovators who love technology as much as you do. Together, you'll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You'll work in a stable, resilient and secure operating environment where you-and the products you deliver-will thrive.

Team Description:

Building a winning customer experience starts with our people-our own and our JP Morgan Chase internal customers. The Global Technology Infrastructure (GTI) Customer Experience (CX) Transformation Program includes both B2C and B2B customer journeys, supporting our internal 250k person organization.

We are forming a dedicated CX team to align customer experience strategies and tactics with business goals; collect and connect data to create a single view of the customer and provide real-time customer experiences in context. At its core, the CX team is the face and voice of the customer - the team that understands our customer wants, needs, likes and dislikes, and is dedicated to ensuring the voice of the customer is heard and acted upon across the GTI organization.

The Opportunity : The Customer Experience (CX) Reporting Analyst will assist with building a centralized CX reporting environment that enables holistic tracking of the immediate feedback customer journeys and quarterly surveys for Global Technology.

Position Summary : The Customer Experience (CX) Reporting Analyst will work with internal customers to understand their information needs and rapidly generate reports. Including business and design skills, the role requires experience leveraging reporting and dashboard tools and expanding the data mart.

Responsibilities may include, but are not limited to:

  • Leading medium to large complex reporting projects and initiatives
  • Working with internal customers to understand their information needs
  • Gather requirements, identify data gaps, aid in the creation of new/modify report prototypes and build reporting solutions
  • Use of multiple source systems to generate consumable reports.
  • Work effectively across various teams/customers, building strong working relationships with reporting and analytics end users and IT
  • Design and develop Dashboards / Adhoc reports / Standard reports as per the business requirements

Education, Experience, & Skills Required:

Reporting / Technical Skills
  • 2 years' experience in Reporting and Dashboard development using the following tools:
    • Qualtrics (required)
    • Tableau (preferred)
  • Business Analysis skills to understand business needs and document requirements
  • Medium to Advanced Qualtrics/Vocalize development skills
  • Strong experience developing Dashboards and Reports
  • Proven ability to extract/source data from multiple data sources and integrate them into a single source view/report/dataset
  • Strong familiarity of the Customer Experience industry, vendors, products and best practices

Data Analysis
  • Ability to analyse performance and operational data to arrive at actionable results
  • Experience with analysing complex data correlations with the ability to define and explore the 'what if' scenarios; Create thresholds and key performance indicators (KPIs) for review by management teams

  • Strong analytical skills, to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, and abstract up from low-level information to a more general understanding

Customer Focus/Partnerships
  • Proven track record of effectively collaborating and influencing users and key stakeholders to understand core business needs that drive Reporting requirements, outline project timelines and processes to deliver quality solutions.
  • Ability to work with management and business teams to understand their strategy, goals and objectives with specific experience in coordinating and leading requirement gathering sessions, and executing and fulfilling business requirements
  • Excellent communication and presentation skills - written and oral
  • Experience engaging and influencing senior business executives and senior IT executives

Experience & Education
  • Thorough understanding of Customer Experience related Reporting Tools, Visualization, Analytics, Dashboards, KPIs, Scorecards and Predictive Analysis through tools and technologies such as Qualtrics and Tableau
  • Demonstrated business acumen and the ability to apply technology solutions to solve business problems

When you work at JPMorgan Chase & Co., you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 14 technology hubs worldwide, our team of 40,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.
At JPMorgan Chase & Co. we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you.
Ready to use your expertise and experience to drive change? Apply today.
All internal moves will normally take place on the same grade and same salary. Salaries are reviewed annually in February. Exceptions to the rule regarding transfer on current salary may include a move between geographic locations.