JOB DESCRIPTION

Financial management tools should demonstrate the same care and craft as consumer software, designed with contemporary user- and human-centered practices. Senior 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 Summary

Join our team as a Senior Experience Researcher, where you will have the opportunity to shape the future of financial management tools. We value user empathy and the ability to tell a compelling story about our users’ motivations and intentions. This role offers a unique opportunity for career growth and the chance to work with a team that values contemporary user- and human-centered practices.

As an Experienced Research Lead in the Wealth Management team, you will be delivering actionable insights that drive innovation across product development teams, taming complexity for our users. 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. Experience Research Leads are also expected to be strong cross-functional partners with Product Management and Engineering, informing prioritization, planning, and decisions along the way to execution.

Job Responsibilities

• Structure and plan significantly complex research initiatives, incorporating multiple methods and very likely leading junior researchers.
• Design, conduct, and communicate what you are learning in these research studies. Create things that structure and propel research and that generate excitement and additional questions to be answered during the research—for example, research plans and guides, recruiting criteria, and all things needed to conduct interviews, surveys, co-creation sessions, and workshops. Perform analysis on existing data to identify current knowns and identify gaps in our knowledge and a plan for learning to fill them.
• Capture findings, insights, and recommendations in compelling ways; 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 user-facing aspects of the product discovery processes.
• Leads research and discovery efforts across product teams and currently does not have direct reports, but will mentor junior researchers.

Required Qualifications, Capabilities and Skills

• 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, Interaction Design, and Quantitative Data Analysis.
• Adept at presenting findings to team members and stakeholders from multi-disciplinary backgrounds and varying organizational levels to ground all in the user POV and inspire action.
• Robust understanding of the business needs, and how research connects with it.

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, usability testing, and quantitative analysis

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.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.