User Experience Researcher Lead, Vice President

As an User Experience Research Lead, you will be a part of the the Chase Card Affluent & High Net Worth research team you'll oversee complicated, strategically important research initiatives. As an User Experience Research Lead, your success in this role comes from delivering actionable insights that lead to innovation across product development teams, taming complexity for our users. As an User Experience Research Lead you will work closely with a newly formed Agile quad with colleagues from Design, Research, Product, Technology and other disciplines to create product experiences that users and customers will use and love. Additionally, Researchers catalyze turning all of product development into a learning organization, guiding others on how to better conduct research and get the most out of our findings.

Credit Card experiences should be designed to meet customer needs. At Chase, we conduct human-centered research to understand the needs, values, contexts, and behaviors of card users. This research helps power user-centered design decisions. Experience Researchers demonstrate a higher than usual degree of user empathy and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders towards “Aha!” moments.

Job Responsibilities

• Independently and autonomously scope and craft new research studies based on understanding the business strategy and knowledge gaps.
• Understand product discovery planning, with design and product partners; inform future direction, including next generation vision, OKRs, roadmaps.
• Structure, plan, design, administer, report on complex research initiatives, produce associated materials (e.g., research agendas, discussion guides, top lines, generative exercises etc.), and clearly link research to design and product strategy recommendations.
• Command a room through compelling storytelling about the motivations and intentions of our users to team members, stakeholders, and executives from multi-disciplinary backgrounds and varying organizational levels, inspiring all stakeholders towards “Aha!” moments.
• Inspire confidence and collaborate closely with a variety of internal and external stakeholders, across functions, and including product leadership and senior business executives, including planning and facilitating workshops.
• Have excellent project management and organizational skills and be able to work collaboratively and productively with diverse teams as well as independently.
• Contribute and uphold research practice and output standards across a Line of Business, including mentoring others on UX Research

Required Qualifications, Capabilities and Skills

• Bachelor’s degree in human computer interaction, cognitive psychology, anthropology, design research, or related field considered an advantage. Equivalent experience accepted.
• 5+ year of expert user research experience, which includes foundational understanding of and experience with ethnographic, contextual inquiry, exploratory/generative research techniques, a solid understanding of evaluative research and a demonstrable knowledge of multiple research methodologies and approaches (e.g., usability, studies, RITE, formative vs. summative studies, journey maps, ideation workshops, persona creation, heuristic reviews, benchmarking, card sorts, etc.), and be able to justify the methods and approaches, and have experience with survey design
• Ability to scope, plan and lead a complex research study from beginning to end independently, bringing in quantitative methods and data as appropriate
• Translate insights from complex concepts into meaningful and actionable insights including the design of visual frameworks and diagrams to support data.
• Prior work involves collaboration within design teams (with UX Researchers, Product Designers and Content Designers) and cross-functionally (Product Management, Engineering).
• Robust understanding of the business needs, and how research connects with it
• Be completely comfortable in working in highly-matrixed organizations, and have the ability to pivot to changing requirements.

Preferred Qualifications, Capabilities and Skills

• Experience with mixed methods approach (qualitative and quantitative), including running statistical testing and analysis and experience in another field such as interactive design, design strategy, service design, and/or market research is a plus.
• Knowledge of tools like dScout, Maze, or Optimal Workshop, and prototyping tools such as Figma.
• Have a creative spirit of collaboration and innovation in exploring future ideas and solutions through new and different research methodologies.
• Previous work for Affluent or High Net Worth customer segments; and or luxury goods (e.g., retail, travel, dining).

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 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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.

JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans