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Are you passionate about conversational AI and eager to make a meaningful impact? We are seeking a domain knowledge expert to serve as a Subject Matter Expert (SME) with deep expertise in Chase products, services, and customer interactions.

As a Business Analyst on the Machine Learning & Optimization team, you will play a pivotal role in advancing the Chase Digital Assistant (CDA) and other conversational AI solutions. You will leverage your comprehensive understanding of Chase's offerings and customer needs to optimize conversational models, develop robust intent taxonomies, and drive improvements in customer experience.

You will act as the voice of the customer, collaborating with cross-functional teams-including Product Managers, ML Engineers, Analytics, Design, and Experience-to deliver innovative, high-quality AI capabilities. Your insights will help identify customer pain points, propose targeted enhancements, and ensure our conversational platforms deliver exceptional service.

Key Responsibilities

+ Serve as a Subject Matter Expert (SME) for Chase products and services, managing and enhancing the intent and entity taxonomy for the Chase Digital Assistant.

+ Collaborate with Product, ML, Analytics, and Design teams to provide linguistic and domain expertise for new NLP features (dialogue, ambiguity resolution, inference).

+ Review, curate, and optimize training data to enable measurable improvements in model performance.

+ Design advanced analytic frameworks and semantic representations to support richer NLU models.

+ Develop and maintain documentation for NLU processes, guidelines, and best practices.

+ Conduct in-depth conversational analysis to uncover patterns, anomalies, and opportunities for improvement.

+ Innovate conversation analysis strategies to automate processes and boost efficiency.

+ Provide actionable conversational insights and recommendations to design and experience teams.

+ Compile and present analysis findings in clear, impactful reports for stakeholders.

+ Communicate insights and recommendations effectively across cross-functional teams.

Required Qualifications, Capabilities, and Skills

+ 3+ years of experience with Chase products and services.

+ Advanced knowledge of conversational AI development, training, design, and analysis.

+ Proven experience in conversation analysis, customer experience, or related roles.

+ Hands-on experience handling customer queries and issues.

+ Familiarity with financial institution customer-facing products and services.

+ Strong analytical skills with the ability to interpret complex data sets.

+ Expertise in creating, managing, and optimizing taxonomies and entities.

+ Experience working with training data and model evaluation (e.g., F1 scoring, performance metrics).

+ Excellent communication and presentation skills.

+ Collaborative team player with experience in cross-functional environments.

+ Experience with conversational AI platforms and tools.

+ Python proficiency is a plus.

Preferred Qualifications, Capabilities, and Skills

+ Master's degree in Linguistics, Analytics, or related fields.

+ Background in linguistic analysis (syntax, semantics, pragmatics).

+ Experience with Generative AI and Large Language Models (LLMs).

+ Prior experience in a highly matrixed, complex organization.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

Equal Opportunity Employer/Disability/Veterans