hr customer satisfaction analysis and insights Business Analyst, senior associate (avp)JPMorgan Chase

Job Description:
The position will be part of JPMC's HR Employee Digital and Service Excellence Infrastructure organization. The Customer Satisfaction (CSAT) Analysis and Insight Management Team is dedicated to managing the employee satisfaction survey program, reviewing employee satisfaction results to analyze root cause, and to identify process and product opportunities that influence change to support our Employee Obsessed mindset. The Analysis and Insights team is responsible for employee satisfaction reviews globally, across all Lines of Business and countries reaching over 200K Employees.
Key Responsibilities: The Associate will be responsible for the management and oversight of the Global HR ED DS CSAT Survey execution processes across all service functions generating surveys to over 40K employees monthly. The Associate will be responsible for gathering and evaluating CSAT data from our employees to assess employee paint points, identify process and/or product opportunities to improve the employee experience and partnering with our Service and Product Owners to drive meaningful employee experience opportunities. Additional activities will include leading projects and the oversight and management of the listening to employee phone calls and case interactions to identify experience improvement opportunities and make recommendations for improvement.
Management and oversight of daily CSAT Survey and data mining tool processes
Manage projects and drive strategic initiatives to influence employee experience improvements
Extract and analyze CSAT data from our various data sources, identifying employee experience paint points, root cause, and actionable insights for process/product opportunities to enable decision making that will improve and drive the employee experience
Analyze and monitor employee feedback processes, data quality, quantify and escalate identified issues. Apply a mix of qualitative and quantitative analysis techniques to produce insights that help the business improve the employee experience across the HR Service functions
Develop recommendations and business cases to drive improved employee experiences
Produce analysis and reporting; summarize findings and insights to share across all management levels on CSAT Feedback and Insights identified
Partner with HR Leadership and their teams to communicate CSAT program goals and updates, share feedback and insights results and foster a collaborative approach to Employee Satisfaction and the resulting opportunities
Communicate key CSAT program timelines, activities, and updates to key stakeholders
Create and share weekly and monthly CSAT updates and reporting
Oversee and conduct targeted call listening and case reviews
Manage CSAT documentation updates
Manage calibration sessions and document process adjustments, as needed
Manage improvements and updates to team procedures, other team documentation and applicable system enhancements
Qualifications:
Bachelor's Degree or equivalent experience preferred
5+ years Customer experience analysis or business analysis experience, relentless customer experience focus.
Excellent relationship management skills - Collaboration and partnership skills
Survey development and/or analysis experience, preferred
Excellent communication, presentation (both oral and written) & influencing skills across various stakeholders and senior management
Effective change management skills. Ability to support & adapt within a changing environment
Proven ability to drive decisions and execute outcome
Strong Innovation, Strategic Thinking and Influencing capabilities
Advanced experience using Microsoft Office, including Excel, Visio ,PowerPoint and SharePoint
Excellent analytical and logical thinking to understand and analyze complex business processes
Strong organizational and prioritization skills, detail oriented, and strong interpersonal skills
Self-starter, energetic, enthusiastic, take the initiative and work independently but also to socialize ideas and develop collaborative solutions
Ability to work in a high-paced environment, be flexible, follow tight deadlines, organize, and prioritize work
Ability to adjust schedule, as needed, to meet business needs, with core hours in mid-shift
Amenable to working in BGC
About Us:
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
About the Team: Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
JPMorgan Chase

Metro Manila
Permanent
Full-time