Experience Research Senior Associate

Location: New York, NY, United States

Job Family: User Experience Design

About the Role

At JP Morgan Chase, we are at the forefront of reimagining the future of financial services through innovative digital experiences. As an Experience Research Senior Associate in our User Experience Design team, you will play a pivotal role in leading user research efforts that shape the way millions of customers interact with our banking, investment, and wealth management platforms. Based in our vibrant New York, NY office, you will drive insights that not only enhance user satisfaction but also ensure compliance with stringent financial regulations while delivering measurable business impact. This position offers the opportunity to work on high-profile projects, collaborating with top-tier talent to create seamless, secure, and intuitive experiences for a diverse clientele ranging from retail bankers to institutional investors. In this senior role, you will spearhead comprehensive research initiatives, from defining objectives aligned with business goals to synthesizing findings into actionable design recommendations. You will employ a mix of qualitative techniques, such as in-depth interviews with high-net-worth individuals and usability sessions for mobile trading apps, alongside quantitative methods like large-scale surveys and behavioral analytics to uncover opportunities for innovation. At JP Morgan Chase, your work will directly influence product roadmaps, helping to mitigate risks in areas like fraud detection interfaces and personalized financial advisory tools, all while adhering to global standards such as SEC guidelines and data privacy laws. We seek a passionate researcher who thrives in a dynamic, collaborative environment and is committed to fostering inclusive design practices that serve our global customer base. By joining JP Morgan Chase, you will contribute to a culture of excellence and continuous learning, with access to cutting-edge resources and mentorship from industry leaders. This role is ideal for someone eager to advance their career in fintech UX, making a tangible difference in how the world banks with one of the most trusted names in finance.

Key Responsibilities

• Lead end-to-end user experience research initiatives for JP Morgan Chase's digital banking platforms, including mobile apps and online portals
• Design and execute qualitative research methods such as user interviews, usability testing, and ethnographic studies focused on financial services users
• Conduct quantitative analysis using surveys, A/B testing, and analytics tools to derive actionable insights on customer behaviors and pain points
• Translate research findings into design recommendations, wireframes, and prototypes that enhance user satisfaction and drive business outcomes
• Collaborate with product, design, and engineering teams to integrate UX insights into the development of secure, compliant financial products
• Monitor industry trends in fintech UX and regulatory changes to inform research strategies at JP Morgan Chase
• Mentor junior researchers and advocate for user-centered design principles within the organization
• Present research results to senior stakeholders, including executives, to influence strategic decisions in wealth management and retail banking
• Ensure research practices adhere to data privacy standards (e.g., GDPR, CCPA) and ethical guidelines in the financial sector

Required Qualifications

• Bachelor's degree in Human-Computer Interaction, Psychology, Design, or a related field; Master's degree preferred
• 5+ years of experience in user experience research, with at least 2 years in a senior or lead role
• Proven track record in conducting qualitative and quantitative research in financial services or fintech environments
• Strong understanding of financial products, regulatory compliance (e.g., SEC, FINRA), and user behaviors in banking and investment contexts
• Experience with research tools and methodologies tailored to enterprise software and mobile banking applications
• Ability to collaborate with cross-functional teams including product managers, designers, and engineers in a fast-paced financial institution

Preferred Qualifications

• Advanced degree in UX Research or related discipline
• Experience working at a major financial institution like JP Morgan Chase or similar
• Familiarity with accessibility standards (WCAG) and inclusive design practices for diverse financial user bases
• Background in agile methodologies and integrating research into product development cycles
• Certifications in UX research (e.g., from Nielsen Norman Group) or data analysis tools

Required Skills

• Expertise in UX research methodologies (qualitative and quantitative)
• Proficiency in research tools like UserTesting, Qualtrics, or Optimal Workshop
• Strong analytical skills for interpreting user data and financial metrics
• Knowledge of financial services domain, including banking regulations and user personas
• Experience with prototyping tools such as Figma, Adobe XD, or Sketch
• Excellent communication and presentation skills for stakeholder engagement
• Project management abilities to lead research projects from inception to delivery
• Familiarity with data visualization tools like Tableau or Google Analytics
• Empathy and user-centric mindset for understanding diverse financial customer needs
• Agile and scrum methodologies for collaborative environments
• Attention to detail in ensuring compliance and ethical research practices
• Technical aptitude for working with APIs or basic coding in research automation
• Problem-solving skills to address complex UX challenges in high-stakes financial apps
• Team collaboration and leadership in cross-functional settings

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance coverage
• 401(k) retirement savings plan with generous company matching
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities, including tuition reimbursement and access to internal training programs
• Employee stock purchase plan and financial wellness resources
• On-site fitness centers, wellness programs, and mental health support
• Flexible work arrangements, including hybrid options in New York, NY

JP Morgan Chase is an equal opportunity employer.