Description

Join our team to directly enhance the home lending journey for customers. Lead impactful initiatives that streamline operations and reduce costs. Collaborate across functions to bring strategies to life. If you thrive on data and change leadership, this role offers a chance to make a swift, visible impact. Grow with us while delivering meaningful outcomes for both customers and the business.

As a Business Analyst in Home Lending Enterprise Member Services (EMS) Operations, you will lead initiatives that improve end-to-end customer servicing, operational efficiency, and resiliency. You will partner with teams across the business to design solutions, guide change management, and track adoption and outcomes. Together, we will translate insights into action through clear metrics, thoughtful communication, and disciplined execution. You will help us meet performance objectives while creating a better experience for our customers.

Job responsibilities

• Lead strategic initiatives from design through implementation to align with Home Lending objectives
• Facilitate cross-functional meetings and engage stakeholders to drive decisions and consensus
• Oversee change management deliverables, including communications, procedures, access, training, and adoption tracking
• Partner with EMS teams to assess impacts, plan releases, and implement solutions that improve efficiency and experience
• Drive completion of sustainable strategies that strengthen resiliency and reduce cost before go-live
• Influence customer servicing journeys by contributing to experience-centered design decisions
• Define, monitor, and report key management metrics across leader, team, and department levels
• Build and manage dashboards in workflow tools to provide transparent performance insights
• Analyze business processes, customer journeys, and operational data to identify opportunities
• Ensure initiatives meet regulatory requirements and internal risk controls in partnership with Compliance and Risk
• Document new processes, controls, and reporting standards to support consistency and audit readiness

RRequired qualifications, capabilities, and skills

• Bachelor's degree or equivalent experience.
• Home Lending experience.
• 3 years of experience in business analysis, project management, or related fields in customer-centric functions.
  
  1 year of experience leading initiatives or projects end to end.
• Knowledge of financial services, regulatory expectations, and risk management practices
• Ability to manage multiple initiatives at different lifecycle stages in an Agile environment
• Strong communication, organization, and consultative skills with the ability to prioritize effectively
• Ability to work independently and deliver on daily tasks and assigned initiatives
• Functional or technical depth enabling independent judgment on key department activities
• Proficiency with data analysis and visualization tools such as SQL, Tableau, Power BI, or Alteryx
• Experience defining metrics and creating leadership-ready reporting and recommendations
• Familiarity with workflow and case tracking tools to support execution and transparency

Preferred qualifications, capabilities, and skills

• Experience in a call center, operations, or strategy environment
• Hands-on experience with change management and training design for operational teams
• Experience building and administering dashboards in tools such as JIRA
• Exposure to benchmarking against industry best practices for continuous improvement
• Background partnering with Compliance and Risk on regulatory change implementation
• Experience influencing customer journey design and measurement
• Familiarity with enterprise-scale system access processes and controls

About Us

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.

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 For many, owning a home is the ultimate dream and we're here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.\n