JOB DESCRIPTION
In today's fast-paced digital world, understanding customer feedback is more crucial than ever. Our cutting-edge solutions harness the power of Natural Language Processing (NLP) and Large Language Models (LLMs) to transform unstructured text into actionable insights.
As a Machine Learning Engineer on the Rewards and Loyalty Product team, you will leverage NLP techniques and LLM orchestration frameworks to transform customer feedback into actionable insights. You will have the opportunity to work with GenAI services and explore RAG architecture and Agentic AI concepts, ensuring we deliver top-notch solutions with your strong Python skills and experience in data processing libraries.
Job Responsibilities:
- Develop and maintain NLP/LLM pipelines to extract and classify customer feedback using custom taxonomies.
- Write effective prompts and apply large language models (LLMs) to categorize and summarize unstructured text.
- Collaborate on taxonomy development for complaint categorization and feedback analysis.
- Implement and optimize topic modeling techniques to uncover emerging themes.
- Explore and prototype use cases for GenAI across various business domains.
- Integrate LLM frameworks and APIs using tools such as LangChain, LangGraph, and AWS Bedrock.
- Experiment with Claude, OpenAI, and other foundational models to build intelligent assistants.
- Support RAG (Retrieval-Augmented Generation) and Agentic AI workflows in early-stage initiatives.
Required qualifications, capabilities and skills:
- Strong hands-on experience with NLP techniques (NER, topic modeling, text classification, etc.)
- Experience with LLM orchestration frameworks (LangChain, LangGraph, etc.)
- Exposure to GenAI services such as AWS Bedrock or Azure OpenAI
- Strong Python skills and experience with data processing libraries (Pandas, spaCy, HuggingFace, etc.)
Preferred qualifications, capabilities and skills:
- Experience working with customer experience data, complaints, or survey analytics
- Familiarity with prompt engineering and working with LLMs (OpenAI, Claude, etc.)
- Working knowledge of RAG architecture and Agentic AI concepts is a plus
ABOUT US
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
ABOUT THE TEAM
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.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.