JOB DESCRIPTION

Small Business team is growing and is looking for Lead Researchers that are looking to tackle new challenges and pave the way for growth. User Experience Research Leads 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. Come join a growing team that is working diligently to improve the Small business experience at Chase.

As a User Experience Research Lead in Small Business, you will be successful in this role by delivering actionable insights that leads innovation across product development teams, taming complexity for our users. Additionally, you will be responsible for 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. You are also expected to be strong cross-functional partners with Product Management and Engineering, informing prioritization, planning, and decisions along the way to execution.

This role does not have direct reports, and leads research and discovery efforts across product teams.

Job Responsibilities

• Lead Small Business research to support Business Access and Security.
• Structure and plan significantly complex research initiatives, incorporating multiple methods, and potentially additional junior researchers
• Design, administer, and report on these research studies, and produce associated materials (e.g., research agendas, discussion guides, generative exercises etc.).
• Capture findings, insights, and recommendations in compelling reports; translate complex concepts into meaningful and actionable recommendations, including the design of visual frameworks and diagrams to support data
• Shape data from research to inform UX metrics initiatives
• Lead the customer-facing aspects of product discovery processes

Required Qualifications, Capabilities and Skills

• 5+ years of experience in the industry
• Degree in relevant research or design discipline (e.g., Interaction Design, HCI, Anthropology, Cognitive Science), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Strong User Research skills, with confidence across evaluative, generative, and formative research
• Ability to lead a complex research study from beginning to end independently
• Prior work involves collaboration within design teams (with UX Researchers, Product Designers and Content Designers) and cross-functionally (Product Management, Engineering)
• Continued development in adjacent skills such as UX Writing, Information Architecture, and Interaction Design
• Adept at presenting findings to team members and stakeholders from multi-disciplinary backgrounds and varying organizational levels
• Robust understanding of the business needs, and how research connects with it.
• Ability to turn insight into impact

Preferred Qualifications, Capabilities and Skills

• Advocate for Accessibility Guidelines and Inclusive Design practices
• Advanced project planning and management skills
• Significant experience with UX Research tools for diary studies, remote research, and usability testing.  Quantitative experience a bonus.

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. 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.

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.