Description

Join the Customer Loyalty Analytics Team within Consumer & Community Banking Data & Analytics and help shape how Customer Experience survey data is managed, governed, and activated across the firm.
In this role, you will lead the data domain architecture and operating framework that enables scalable survey execution, interactive reporting, and actionable insights across channels, products, and Customer Experience functions.
You will partner with stakeholders to modernize processes, improve data quality and controls, and unlock more value from platforms like Qualtrics.
If you enjoy building pragmatic data solutions, influencing roadmaps, and enabling teams to make better decisions, this role offers meaningful impact and strong career growth.

Job summary

As a Data Domain Architect Lead - VP in the Customer Loyalty Analytics Team within Consumer & Community Banking Data & Analytics, you will define and drive the strategy, operating framework, and technical capabilities for Customer Experience survey data.
You will lead efforts to ensure data is fit-for-use, governed as a corporate asset, and delivered through reliable platforms, pipelines, and analytics products (e.g., dashboards, taxonomies, automated execution workflows).
You will translate business needs into scalable data designs while ensuring adherence to controls and operational risk requirements.
You will help stakeholders efficiently identify themes and insights from structured and unstructured feedback, enabling measurable improvements to the customer journey.

You will be a key connector across product, channel, analytics, and technology partners-balancing strategic roadmap development with hands-on design, testing, and delivery.
Your work will focus on maximizing enterprise platform capabilities (including Qualtrics XM), improving automation and operational efficiency, and reducing duplication across data domains.
You will also evaluate emerging technologies (including Generative AI tooling where appropriate) to improve how survey data is prepared, interpreted, and delivered to users.

Job responsibilities

• Own the operating framework and deployment strategy for Customer Experience survey data, leveraging appropriate platforms and tools.
• Maximize value from the Qualtrics Experience Management platform by enabling adoption of key features and scalable capabilities.
• Deliver Customer Experience reporting solutions (e.g., interactive dashboards) to support internal stakeholder decision-making.
• Lead the development and refinement of Customer Experience taxonomies to enable efficient identification of themes in unstructured feedback (e.g., survey verbatim).
• Lead the design, testing, and deployment of technical solutions that enable survey execution and improve efficiency through automation.
• Drive operational risk reduction and execute activities required to adhere to controls requirements.
• Profile, wrangle, and prepare data from diverse sources; develop transformation logic using Python or SAS and/or tools such as Alteryx.
• Analyze business processes to identify data needs and determine whether available data is fit for use for specific processes and outcomes.
• Lead use case and requirements definition and support design, testing, and implementation of data delivery and analytics capabilities.
• Define and manage data as a corporate asset by establishing metadata, authoritative sources, data quality rules, security requirements, and data flows, aligned to firm principles, standards, and controls.
• Build and maintain strategic roadmaps for the Customer Experience survey data domain, identifying opportunities to improve utility and eliminate duplication across domains and platforms.

Required qualifications, capabilities, and skills

• Bachelor's degree or equivalent experience in a quantitative or related field.
• 5+ years of related professional experience in data, analytics, or Customer Experience technology and reporting.
• 3+ years of experience with the Qualtrics Experience Management (XM) platform.
• 1+ year of experience using Generative AI tools such as LLM Suite.
• Demonstrated ability to define data requirements and translate business needs into scalable technical designs and delivery plans.
• Proven ability to define data governance artifacts including metadata, authoritative sources, data quality rules, security requirements, and data lineage/flows. J
• Experience profiling and transforming data using languages such as Python or SAS and/or tools such as Alteryx.
• Strong stakeholder management skills with experience delivering reporting or analytics products to business users.
• Ability to lead design, testing, and deployment activities while managing operational risk and controls expectations.

Preferred qualifications, capabilities, and skills

• Broad expertise in data technologies such as data warehousing, ETL, data quality concepts, business intelligence, analytics tooling, unstructured data, and machine learning.
• Technical understanding of relational database systems such as Teradata and Oracle.
• Hands-on experience with data modeling techniques and tools.
• Excellent command of SQL.
• Advanced analytical thinking and problem-solving skills.
• Strong interpersonal and communication skills.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

\n Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.\n
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\n The CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.\n