Channel Analyst, Complaints and Social Media, Chase UK

JP Morgan

Location: Midlothian

Job Type: Full time


JPMorganChase, is a leading provider of traditional and digital financial services worldwide. As a Channel Analyst for Complaints and Social Media you will help us shape our business and drive the culture of being number one for Customer Service across all industries, be the Best Place to Work and Be the Number One Bank in the UK.

This is a key role within Chase to ensure we are performing well across our functional areas and we embed change well in the operation. You’ll look at performance data, provide insight and recommendations to help us improve our performance and customer experience, influencing the operational leadership to make required changes. You will also ensure we are ready for key changes and support us to operationalise and embed these changes to maintain high performance for both customer and people experience

Key responsibilities:

  • Creating plans for Skills Optimisation which will drive a consistent performance approach across both complaints and social media functions, in line with Head of and Divisional Lead accountabilities e.g. Everyday Banking / Banking Operations and Fraud Operations –
  • Support transformation to Chase UK Complaint target operating model – help design, develop, implement and oversee the Complaints framework across Chase UK across process, tools and reporting that is compliant with the firm wide policy while being forward thinking
  • Supporting the Divisional Lead to develop recommendations for consistent in-life optimisation in line with customer and colleague experience
  • Working in partnership with 1st and 2nd line of defence teams, ensuring all initiatives and plans are agreed and signed off
  • Owning performance insight, identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs
  • Create deep dive case studies to illustrate complex client issues and actions being taken to address them
  • Track and present findings on trends and opportunities in the social media advertising landscape for Chase UK
  • Support, influence and drive the embedding of change across the function, which will enable and enhance People Leads to focus on their people
  • Building out Monthly Business Review insight packs, in line with Functional key messages for senior audiences
  • Will co-ordinate virtual operational teams
  • Interface into Service Infrastructure, Change, Quality, VoC team, Marketing and planning
  • Working alongside People Leads and the Planning team

Essential Experience for this role:

  • Banking/Financial experience
  • Contact Centre experience
  • Operational understanding
  • Deep understanding of processes for the key functional area they lead
  • Experience in change management
  • Experience of reporting, analysis and insight of data trends
  • Experience in translation of data analysis into valuable operational insight
  • Ability to feedback and influence business and senior stakeholders


You’ve got this!