Product Analyst

JPMorgan Chase - Westerville, OH

Full-time

Westerville, OH

Credit Intermediation and Related Activities

About the position

The Product Analyst position is a bilingual role focused on leveraging advanced speech analytics solutions to analyze customer interactions and provide actionable insights. The analyst will work closely with business partners to gather requirements, prepare reports, and make recommendations aimed at improving customer engagement and operational efficiency. This role requires independent decision-making and the ability to support various internal and external processes.

Responsibilities

• Analyze customer interactions to identify emerging trends and compliance adherence using speech transcription applications.
• Design and implement analytics-based metrics to enhance specialist coaching and identify training opportunities.
• Support the migration to automated analytics-based client interaction surveys utilizing advanced speech recognition technologies.
• Build and execute regulatory and compliance control reporting to ensure adherence to regulations such as ADA, SCRA, and TCPA.
• Collaborate with key Line of Business points of contact to understand customer reporting and analysis requirements.
• Prepare reports and deliver presentations with actionable feedback and insights to management.

Requirements

• Bilingual in Spanish and English.
• Strong analytical skills and knowledge of software packages/platforms such as SQL, Oracle, Tableau, and Call Miner Eureka.
• Medium to advanced proficiency with Office applications including MS Excel, MS PowerPoint, MS Access, Visio, and SharePoint.
• Experience with JIRA.
• Excellent written and oral communication skills, along with strong presentation skills.
• Results-oriented and client-focused with a sense of urgency.
• Self-starter who works well independently and as part of a team.
• Ability to thrive in a dynamic and fast-paced environment.

Nice-to-haves

• Curiosity, creativity, and imagination.
• A passion for data analysis and continuous learning.
• Interest in visualization layout, color, appearance, and functionality.
• Ability to maintain composure and a positive attitude during stressful situations.