Experience Research Senior Associate

Location: Plano, TX, United States

Job Family: User Experience Design

About the Role

At JPMorgan Chase, we are at the forefront of redefining the digital banking experience, and our Chase MyHome platform is central to empowering customers in their homeownership journey. As an Experience Research Senior Associate in our User Experience Design team, you will lead user research efforts to uncover deep insights into how customers interact with mortgage tools, refinancing options, and home equity features. Based in our state-of-the-art Plano, TX office, you will play a pivotal role in translating complex user behaviors into innovative design solutions that drive customer loyalty and business growth in the competitive financial services landscape. This position offers the opportunity to work on high-impact projects that directly influence millions of users while adhering to the highest standards of data security and regulatory compliance unique to banking. Your primary focus will be on designing and executing comprehensive research studies, from ethnographic interviews with first-time homebuyers to large-scale surveys assessing satisfaction with digital mortgage applications. You will partner closely with product managers, UX designers, and engineers to ensure that insights inform every stage of the product lifecycle, ultimately enhancing usability and accessibility for diverse demographics. In this role, you will leverage your expertise in both qualitative and quantitative methods to identify friction points in the user experience, such as navigating credit checks or document uploads, and propose data-backed recommendations that align with JPMorgan Chase's commitment to inclusive financial services. We value innovation and collaboration, and as a senior member of the team, you will mentor junior researchers while contributing to broader UX strategy initiatives. This position is ideal for a passionate researcher who thrives in a dynamic environment, where your work can make a tangible difference in helping customers achieve their homeownership dreams. Join JPMorgan Chase to advance your career in a supportive culture that prioritizes work-life balance, professional growth, and meaningful impact in the financial industry.

Key Responsibilities

• Lead end-to-end user experience research initiatives for Chase MyHome, focusing on mortgage and homeownership tools
• Conduct user interviews, usability testing, and surveys to gather insights from diverse customer segments
• Analyze qualitative and quantitative data to identify pain points and opportunities in the user journey
• Translate research findings into actionable design recommendations and prototypes
• Collaborate with UX designers and product teams to iterate on features that enhance customer satisfaction
• Present research insights and recommendations to senior leadership and cross-functional stakeholders
• Stay abreast of industry trends in fintech UX and incorporate best practices into Chase MyHome
• Mentor junior researchers and contribute to the development of research frameworks
• Ensure research practices comply with JPMorgan Chase's data privacy and ethical standards
• Measure the impact of research-driven changes on key metrics like user engagement and conversion rates

Required Qualifications

• Bachelor's degree in Human-Computer Interaction, Psychology, Design, or a related field
• 5+ years of experience in user experience research, preferably in financial services or fintech
• Proven track record of leading research projects that inform product design and strategy
• Strong understanding of qualitative and quantitative research methodologies
• Experience with tools like UserTesting, Qualtrics, or similar UX research platforms
• Ability to collaborate with cross-functional teams including designers, product managers, and engineers
• Excellent communication skills to present insights to stakeholders at all levels

Preferred Qualifications

• Master's degree in a relevant field such as UX Research or Behavioral Science
• Experience in mortgage or home lending products within the financial industry
• Familiarity with regulatory compliance in financial services (e.g., GDPR, CCPA)
• Background in agile development environments
• Certification in UX research from organizations like Nielsen Norman Group

Required Skills

• User research methodologies (qualitative and quantitative)
• Data analysis and visualization tools (e.g., Tableau, Google Analytics)
• Usability testing and prototyping (e.g., Figma, Adobe XD)
• Stakeholder communication and presentation skills
• Empathy mapping and persona development
• Agile and scrum methodologies
• Financial services domain knowledge
• Survey design and A/B testing
• Ethical research practices and bias mitigation
• Cross-functional collaboration
• Problem-solving and critical thinking
• Time management in fast-paced environments
• Customer journey mapping
• Statistical analysis basics
• Remote research facilitation tools

Benefits

• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with company matching contributions
• Generous paid time off, including vacation, sick days, and parental leave
• Professional development opportunities, including tuition reimbursement and leadership training
• Employee stock purchase plan and performance-based bonuses
• Wellness programs with gym memberships and mental health support
• Flexible work arrangements, including hybrid options in Plano, TX
• Access to on-site amenities and community volunteer programs

JP Morgan Chase is an equal opportunity employer.