J.P. Morgan Wealth Management - Senior Associate, Voice of the Client, Customer Success

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