Business Analyst – Data Domain Architect, Senior Associate

As a Computational Linguist in the Machine Learning & Optimization team you are an integral part of the group that optimizes features models and AI capabilities for the Chase Digital Assistant (CDA) and other conversational AI products. You will act as the voice of the customer developing a robust and scalable intent taxonomy to enhance conversation dialogue and understanding. Collaborate with cross-functional teams to deliver high-quality models and innovative approaches ensuring top-tier customer experiences.

Leverage your advanced linguistics and analytics expertise to analyze customer interactions with the Chase Digital Assistant aiming to enhance the overall customer experience. Identify areas where customers encounter challenges and propose targeted improvements. Collaborate closely with cross-functional teams to deliver comprehensive analysis and insights for the development of new intents and the refinement of existing ones.

Job Responsibilities

• Manage monitor and evaluate the CDA intent and entity taxonomy.
• Work closely with Product Managers ML Engineers and Analytics by providing linguistic expertise and direction for new NLP capabilities (e.g. dialogue ambiguity inference).
• Partner closely with Annotation Lead to review and optimize training data and enable meaningful and measurable outcomes.
• Design extended analytic frameworks and semantic representations to support richer NLU models.
• Develop and maintain documentation on Natural Language Understanding processes guidelines and best practices.
• Conduct conversational analysis in close partnership with the Analytics team to identify patterns anomalies and opportunities for improvement.
• Develop innovative conversation analysis strategies aimed at automating processes and enhancing efficiency.
• Work closely with the design and experience teams to provide conversational insights and recommendations.
• Compile reports to effectively communicate analysis findings and actively participate in cross-functional meetings.
• Communicate insights and recommendations to stakeholders in a clear and actionable manner.

Required Qualifications Capabilities and Skills

• 3 years of experience in Computational Linguistics.
• Advanced knowledge of conversational AI product development life cycle training design and conversation analysis.
• Proven experience in conversation analysis customer experience or a similar role.
• Strong analytical skills with the ability to interpret complex data sets.
• Proficiency in creating managing and optimizing taxonomy and entities.
• Excellent communication and presentation skills.
• Ability to work collaboratively in a team environment.
• Experience with conversational AI platforms and tools.
• Familiarity with Python is a plus.

Preferred Qualifications Capabilities and Skills

• Masters in Computational Linguistics or related fields.
• Background in linguistic analysis including syntax semantics or pragmatics.
• Experience with financial institution customer-facing products and services.
• Experience handling customer queries and issues.
• Experience working with Generative AI and LLMs.
• Demonstrated prior experience working in a highly matrixed complex organization.