Data Domain Architect Assoc - Conversation Analysis, Annotation

You’re ready to gain the skills and experience needed to grow within your role and advance your career — and we have the perfect opportunity for you.

The Conversation Analyst will be responsible for analyzing customer interactions, as well as reviewing transaction and search data to identify trends, insights, and areas for improvement. The ideal candidate will have a strong analytical mindset, excellent communication skills, and a passion for enhancing customer experiences through data-driven insights.

Job responsibilities

• Analyze customer conversations to identify common issues, trends, and opportunities for improvement.
• Review transaction and search data to understand customer behavior and preferences.
• Collaborate with product managers and ML engineers to provide actionable insights and recommendations for enhancing model and experience performance.
• Conduct root cause analysis on conversation failures and customer complaints to identify underlying issues.
• Prepare and deliver presentations to stakeholders, summarizing key findings, insights, and recommendations.
• Work closely with cross-functional teams, including analytics, product management, annotation, ML engineers, and developers, to ensure a cohesive approach to improving customer interactions.
• Stay up-to-date with industry trends and best practices in conversation analysis, natural language processing (NLP), and customer experience.

Required qualifications, capabilities, and skills

• Minimum 3 years of experience leading data annotation or related fields.
• Experience analyzing conversational AI data and conversations via chat or voice.
• Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions.
• Proficiency in data analysis tools and software (e.g., SQL, Python, R, Excel).
• Experience with natural language processing (NLP) and chatbot technologies.
• Excellent communication skills, both written and verbal, with the ability to present findings to non-technical stakeholders.
• Strong attention to detail and a proactive approach to problem-solving, with the ability to work independently and as part of a team in a fast-paced environment.

Preferred qualifications, capabilities, and skills

• Bachelor's degree in Data Science, Computer Science, Linguistics, Business, or a related field.
• Experience in the financial services industry.
• Familiarity with customer service operations and customer experience metrics.
• Knowledge of machine learning and AI techniques related to conversation analysis.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.