JOB DESCRIPTION
We are reimagining the future of work at JPMorganChase by building digital workplace products that change how people across the firm discover information, complete tasks, access services, and get work done. As these products evolve, the ability to translate feedback into clear narratives and prioritized actions is critical.
As a Senior Associate, Product Feedback Insights in Employee Experience, you support the development and execution of feedback-driven insight strategies aligned to product priorities. Reporting to the Head of Experience Analytics, this individual will analyze survey results and feedback signals, synthesize insights across products and channels, and craft stakeholder-ready storytelling that informs roadmaps, experience improvements, and measurement plans.
Success in this position relies on strong product/experience analytics fundamentals, rigor in qualitative and quantitative feedback interpretation, and the ability to turn complex findings into crisp, decision-oriented narratives. The role partners closely with Product Owners, Design/Research, and engineering teams to ensure feedback insights are integrated into product development and continuous improvement cycles.
Job responsibilities
- Synthesize feedback across products and channels by integrating survey results, verbatims, and other feedback signals into a coherent view of product performance, friction, and unmet needs.
- Story-tell insights for decision-making by creating clear narratives and executive-ready summaries that highlight what changed, why it matters, who is impacted, and recommended actions.
- Support end-to-end survey insights by clarifying measurement objectives, advising on question design, analyzing results, and translating findings into prioritized opportunities.
- Lead qualitative theme development (coding, categorization, trend tracking) and quantify themes where feasible to support prioritization and root-cause understanding.
- Partner with Product Owners and cross-functional teams to connect feedback insights to roadmap scope, feature definition, and experience improvements; align stakeholders on implications and next steps.
- Integrate feedback insights with product signals (e.g., usage, journey, channel performance) to validate hypotheses, sharpen problem statements, and improve confidence in recommendations.
- Improve feedback measurement practices by contributing to standard templates, taxonomies, and repeatable processes that increase consistency, comparability, and speed-to-insight.
- Develop insight artifacts and readouts (recurring reporting, deep dives, one-pagers, and simple visuals) that are actionable and tailored to different audiences.
- Support closed-loop learning by partnering with teams to assess whether changes moved feedback metrics; recommend follow-up analyses and next-wave measurement.
Required qualifications, capabilities, and skills
- 3+ years of experience or equivalent expertise in product insights, analytics, research/insights, CX/UX measurement, or a similar role focused on feedback and survey interpretation.
- Demonstrated ability to synthesize qualitative and quantitative feedback into clear, prioritized insights and recommendations.
- Experience analyzing survey data (e.g., trends, segmentation/cuts, key drivers) and qualitative verbatims (e.g., thematic analysis, categorization).
- Strong storytelling and communication skills, including the ability to create executive-ready narratives and present to senior stakeholders.
- Strong proficiency with common analysis and reporting approaches (e.g., Excel-based analysis, charting, and structured readouts) and comfort working with multiple data sources.
- Strong stakeholder management and collaboration skills, with experience working across Product, Design/Research, Engineering, and Operations teams.
Preferred qualifications, capabilities, and skills
- Experience with survey and feedback platforms (e.g., Qualtrics/Medallia-type tools) and/or text analytics capabilities within those platforms.
- Experience building dashboards and self-serve reporting in BI tools (e.g., Tableau/Power BI) to complement insight narratives.
- Familiarity with digital measurement concepts (instrumentation, tagging/event definitions, and measurement plans).
- Proven ability to manage multiple concurrent priorities and deliver high-quality insight outputs on a regular cadence.
