Complaints Business Analyst in Edinburgh

Embark on a rewarding and challenging career as a Business Analyst in Complaints with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career.

As a Complaints Business Analyst within JPMorgan Chase, you will play a pivotal role in driving operational efficiency and change initiatives by leveraging data and process analysis. Your work will involve uncovering patterns in data, producing insightful reports, and developing solutions that support business strategies. You will be expected to apply your knowledge of automation and data analytics to solve problems and enhance processes. Your role will also involve collaborating with various teams, delegating tasks, and coaching others to ensure the successful completion of projects. Your decisions, guided by established practices, will have a significant impact on our short‑term/long‑term goals. Your ability to think strategically, innovate, and build effective teams will be key to your success in this role. You will also have oversight on daily/weekly/monthly complaint related control checks whilst also executing those controls. You will be responsible for identifying ways in which you can optimise manual controls to semi/full automation or remove the control if deemed necessary and required.

Job responsibilities

• Analyse and interpret data sets from varied sources, utilising your expertise in data analytics to uncover patterns and provide insights that support operational initiatives.
• Develop and implement automation strategies to optimise processes, leveraging your knowledge of systems architecture and automation technologies.
• Assist in the design and development of solutions that support the implementation of business strategies, applying your strategic thinking skills to evaluate potential scenarios and risks.
• Contribute to cross‑functional projects, coordinating efforts, sharing knowledge, and leveraging diverse perspectives to solve complex problems and drive organisational success.
• Offer insights and recommendations to team members, ensuring tasks and responsibilities are aligned with business objectives for efficient and effective outcomes.

Required qualifications, capabilities, and skills

• Baseline knowledge or equivalent expertise in data analytics, with the ability to interpret models and diagrams to represent and communicate data requirements.
• Proficiency in using automation technologies to support and implement optimisation initiatives.
• Demonstrated ability to work effectively with individuals from different departments, disciplines, or areas of expertise within an organisation.
• Experience in using software applications, digital platforms, and other technological tools to solve problems and improve processes.
• Ability to generate new and useful ideas, obtain buy‑in, and execute to deliver a solution that adds value.
• Excellent team player with strong communication and presentation skills.
• Understand software delivery lifecycle and have skills in industry‑standard methodologies and related tasks.

Preferred qualifications, capabilities, and skills

• Capability to leverage artificial intelligence for enhanced data analysis and the provision of actionable business insights.
• Proficiency in implementing automation solutions to streamline business processes and improve operational efficiency.
• Expertise in applying customer service skills to understand client needs and deliver tailored business solutions.
• Skill in utilising conflict‑management techniques to resolve stakeholder issues and facilitate effective collaboration.
• Developing capability to craft clear and effective prompt writing to guide data analysis and ensure consistent outcomes.
• Competence in using AI tools to analyse business trends and support strategic decision‑making.

We recognise 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, colour, 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.