Drive operational excellence by monitoring customer experience, contact center performance, complaint trends, and quality outcomes across Digital Connected Banking journeys.

As a Product Delivery Associate within the Digital Connected Banking Operations & Readiness team, you will analyze operational and customer data, deliver actionable insights, and partner with Product, Operations, Risk, Compliance, and Control teams to identify opportunities, mitigate risks, and support continuous improvement initiatives. You will turn data from call center metrics, quality results, and complaints into clear reporting and actionable insights. You will coordinate with Product, Operations, Risk, and Compliance partners to track follow-ups, surface emerging risks, and support continuous improvement.

Job Responsibilities

• Monitor & analyze operational metrics, including service levels, average handle time, abandonment rates, quality scores, customer satisfaction, and complaint trends
• Identify performance gaps, operational risks, and improvement opportunities to enhance customer experience and business outcomes
• Develop and distribute reporting, dashboards, executive summaries, and performance insights for key stakeholders
• Review escalated customer complaints and feedback to support timely investigation, resolution, and appropriate escalation
• Analyze complaint volumes, root causes, quality monitoring results, and customer interactions to identify emerging trends and operational issues
• Partner with Product, Operations, Risk, and Compliance teams to track remediation efforts, manage follow-ups, and support risk mitigation activities
• Recommend and support implementation of process enhancements, controls, and service delivery improvements based on data-driven insights
• Monitor the effectiveness of operational changes and validate improvement outcomes through ongoing performance analysis
• Support continuous improvement initiatives by identifying efficiencies and opportunities to strengthen operational readiness and customer experience
• Maintain accurate documentation, reporting processes, and governance routines to support business and regulatory requirements

Required Qualifications, Capabilities, and Skills

• Bachelor's degree or equivalent experience.
• 2+ years of experience in Product Operations, Contact Center Operations, Customer Experience, Complaint Management, Quality Assurance, Product Delivery, or related field
• Strong analytical and problem-solving skills with the ability to interpret operational data, identify trends, and develop actionable insights
• Experience creating dashboards, performance reporting, and executive-level presentations
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining exceptional attention to detail
• Strong communication and stakeholder management skills with the ability to collaborate across functional teams
• Proficiency in Microsoft Office Suite and reporting/data analysis tools
• Experience supporting operational processes, performance monitoring, or continuous improvement initiatives

Preferred Qualifications, Capabilities, and Skills

• Experience supporting regulated financial services products or customer-facing operations
• Knowledge of complaint management, quality assurance, operational risk, controls, and compliance frameworks
• Familiarity with Voice of Customer (VoC) programs, contact center performance management, and customer experience measurement
• Experience identifying and implementing process improvements through data analysis and operational insights
• Advanced Excel and data reporting capabilities

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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

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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.

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Analyze customer and operational data to improve service delivery, manage risk, and enhance experiences.