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J.P. Morgan Wealth Management - Senior Associate, Voice of the Client, Customer Success
senior · Consulting
Make the client voice impossible to ignore—and turn it into action across Wealth Management. You will grow your analytics and storytelling skills while partnering with Research, Data & Analytics, Product, and business teams on high-visibility priorities. Join a collaborative team where your curiosity, structure, and judgment will directly improve client satisfaction and retention while building broad exposure and mobility across channels and initiatives.
As a Voice of Client Senior Associate for the J.P. Morgan Wealth Management Product Strategy & Insights Client Experience (CX) Success team, you will own recurring Voice of Client (VoC) reporting and insight synthesis to bring the client perspective into our decisions. You will monitor feedback signals, analyze qualitative and quantitative data, and translate findings into clear implications and recommendations for stakeholders. You will partner closely with Research, Data & Analytics, Product, and other teams, and we will rely on your ability to deliver independently when timelines require hands-on execution. You will help us improve satisfaction, deepen relationships, and reduce attrition across managed and self-directed channels
Job responsibilities:
- Own recurring Voice of Client reporting from data quality monitoring through trend identification, synthesis, and stakeholder-ready delivery
- Analyze qualitative and quantitative VoC data to surface pain points, themes, meaningful segments, and drivers of satisfaction, loyalty, and attrition
- Translate complex analysis into concise narratives that explain what happened, why it matters, and what we should consider next
- Scope and execute ad-hoc analyses including extracting, cleaning, joining, validating, and analyzing data and building clear visualizations
- Partner with Research and Data & Analytics on complex analyses to align business questions, methodology, interpretation, and outputs
- Integrate survey data, complaints, call drivers, digital behavior, operational performance, and market information into a holistic client experience view
- Create executive presentations, dashboards, and self-serve resources that make VoC insights accessible and actionable
- Manage multiple projects end-to-end and navigate stakeholder trade-offs across objectives, priorities, and research standards
Required qualifications, capabilities, and skills
- 3+ years of experience in customer experience, consumer insights, business analytics, market research, strategy, or a related field
- Demonstrated experience analyzing quantitative and qualitative data and applying findings to business decisions
- Hands-on ability to independently structure analyses, clean and validate data, use descriptive statistics and segmentation, and interpret results accurately
- Advanced proficiency in Microsoft Excel and PowerPoint including executive-ready storytelling
- Strong analytical judgment to distinguish signal from noise, recognize limitations, and develop high-impact implications
- Strong written and verbal communication skills with the ability to make complex findings clear and actionable for senior stakeholders
- Strong project management, organization, and attention to detail with the ability to prioritize competing demands under pressure
- Strong relationship-building and influencing skills across Research, Data & Analytics, Product, and business teams
- Intellectual curiosity, initiative, adaptability, and comfort shifting between strategic synthesis and hands-on execution
Preferred qualifications, capabilities, and skills
- Familiarity with survey design, statistical testing, driver analysis, text analytics, or related customer insights methods
- Experience integrating survey, behavioral, operational, and unstructured feedback data into a unified client story
- Familiarity with Wealth Managment, financial services, or a regulated environment