Executive Director of Customer Servicing Insights
Executive Director of Customer Servicing Insights
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
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 decisionmaking 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 datadriven 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 selfservice opportunities through insights reducing call demand via selfservice (IVR & Digital) personalization ultimately decreasing the number of calls reaching agents reducing transfers and preventing repeat calls.
- CrossServicing Strategy: Implement a datadriven crossservicing 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: Bachelors or Masters 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 nontechnical stakeholders and executives.
- ProblemSolving: Strong analytical and problemsolving 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 datadriven 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.
Required Experience:
Director
Employment Type
Full-Time
