Join us to pioneer user experience insights, shaping products that resonate with customers and end users. Foster a culture of continuous learning as you mentor and coach junior researchers and designers and bring your thought leadership and expertise to the team.

As a Vice President of Experience Research in Consumer Banking (CB) Operations Products, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep expertise in research methods and user experience design, develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users. Your work will provide the foundation used to inform effective product and service designs across the firm. Apply your advanced knowledge of quantitative and qualitative methods to critically analyze the effectiveness of our existing and future designs as you collaborate with cross-disciplinary teams.

This role provides the opportunity to collaborate with Senior UX Leads, influence our product's strategic direction and focus on the future of Chase’s core offerings (e.g., checking and cash management). You will play a key role in shaping the strategic direction of our products, conducting UX research for end-to-end customer experiences, and leading research activities. If you are passionate about UX research and thrive in a collaborative environment, we would love to hear from you!

Job responsibilities

Design and execute comprehensive research studies to identify customer needs, preferences, and behaviors to foster product improvements and innovation
Analyze and interpret data using advanced quantitative and qualitative methods and translate insights into actionable recommendations for enhancing user experience
Facilitate surveys and interviews with users to gather information on user needs and desires and create user testing scenarios to further refine the product or feature based on findings
Mentor and guide junior researchers and designers and foster a culture of continuous learning and knowledge sharing within the user experience design team
Monitor industry trends and advancements in user experience research methodologies and incorporate innovative techniques to maintain a competitive edge in the market
Inspire confidence and collaborate closely with a variety of internal and external stakeholders, across functions, and including product leadership and senior business executives
Work with very senior stakeholders and provide top-executive-quality deliverables and input when needed
Work with design, content and other researchers to identify areas where user experience research can best provide insight and impact and develop research roadmaps
Design and lead mixed-methods research studies end to end for strategic, actionable insights
Ensure research results are actionable and contribute directly to meeting project and business goals
Support other researchers as needed to ensure quality and consistency of deliverables and best practices

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise in generative and evaluative user experience research, with a strong focus on both quantitative and qualitative research methods
Proven ability to conduct various research techniques, such as ethnography, surveys, interviews, and advanced data analysis, to derive actionable insights for user experience design
Demonstrated knowledge of advanced qualitative methods, with evidence of implementing findings that improved product or feature design
Demonstrated experience in collaborating with cross-functional teams, including UX designers, product managers, and developers, to propel customer-centric decision-making and inform product prioritization
Experience in designing high-quality research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs
Experience using core qualitative research methods (In-Depth Interviews, Concept Testing, Diary Studies) in an industry setting with strong communication skills (both written and oral)
Ability to drive multiple complex research projects, champion user experience research, and integrate within the design planning, estimation, and prioritization process
Passion for designing and delivering research for maximum impact and for developing world-class products and experiences
Demonstrated ability to incorporate design thinking into the product development process
Portfolio or examples of past projects focusing on thoughtful methodology selection and impactful, tangible outcomes

Preferred qualifications, capabilities, and skills

Demonstrated understanding of how design research connects with broader business value
Familiarity with service design methodologies
Ability to train and mentor junior team members and experience in conducting research at a large company
Experience using complex survey methodologies (e.g., Conjoint, Min-max) and statistical analysis (e.g., Regressions, T-Tests, ANOVA) in an industry setting
Master’s or Ph.D. degree in related field is preferred, but not required

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User Experience Researcher, Vice President