Experience Research Vice President

Location: LONDON, LONDON, United Kingdom

Job Family: User Experience Design

About the Role

At JP Morgan Chase, we are at the forefront of transforming the financial services landscape through innovative user experiences that empower millions of customers worldwide. As an Experience Research Vice President in our User Experience Design team, you will play a pivotal role in shaping the future of banking by leading research efforts that drive customer and employee satisfaction. Based in our dynamic London office, you will oversee a talented team of researchers, conducting studies that inform everything from mobile app enhancements to enterprise tools, ensuring our solutions are intuitive, secure, and compliant with stringent financial regulations like those from the FCA and GDPR. Your work will directly contribute to JP Morgan Chase's commitment to delivering personalized, seamless experiences in a competitive fintech ecosystem. In this leadership position, you will collaborate closely with cross-functional partners across product, design, and technology to translate complex user needs into strategic insights. Responsibilities include designing research roadmaps, executing diverse methodologies such as ethnographic studies and usability testing tailored to financial contexts, and presenting findings to executive stakeholders to influence product roadmaps. You will mentor emerging talent, foster innovation in areas like AI-enhanced personalization for wealth management, and ensure all research upholds the highest standards of ethics and inclusivity, reflecting JP Morgan Chase's global reach and diverse clientele. Joining JP Morgan Chase means becoming part of a world-class institution that values bold thinking and impactful results. We offer unparalleled opportunities for growth in a supportive environment where your expertise can make a tangible difference in how people interact with finance. If you are passionate about user-centered innovation in banking and ready to lead transformative research, this role in London provides the platform to advance your career while contributing to our mission of enabling economic opportunity for all.

Key Responsibilities

• Lead a team of experience researchers to design and execute research studies that inform the development of customer-facing digital products and services at JP Morgan Chase
• Develop research strategies aligned with business objectives to enhance user experience in areas such as mobile banking, wealth management platforms, and employee tools
• Conduct in-depth qualitative and quantitative research, including interviews, focus groups, A/B testing, and analytics review, to uncover insights on customer behaviors and pain points
• Collaborate with design, product, and engineering teams to integrate research findings into prototypes and ensure compliance with financial industry standards
• Mentor and guide junior researchers, fostering a culture of innovation and best practices in user-centered design within the UX organization
• Present research outcomes and recommendations to senior leadership, influencing strategic decisions that drive customer satisfaction and operational efficiency
• Stay abreast of industry trends in fintech UX, such as personalized banking experiences and inclusive design for diverse global audiences
• Manage research budgets, timelines, and stakeholder expectations to deliver high-impact projects on schedule
• Advocate for ethical research practices, ensuring data privacy and accessibility in all studies conducted for JP Morgan Chase's international clientele

Required Qualifications

• Bachelor's degree in Human-Computer Interaction, Psychology, Design, or a related field; advanced degree preferred
• 8+ years of experience in user experience research, with at least 3 years in a leadership role within financial services or a similar regulated industry
• Proven track record of leading research initiatives that directly impact customer satisfaction and product innovation in banking or fintech environments
• Strong understanding of financial services regulations, such as GDPR, PSD2, and FCA guidelines, and their implications on user research practices
• Experience conducting qualitative and quantitative research methods, including usability testing, ethnographic studies, and surveys in a global context
• Demonstrated ability to collaborate with cross-functional teams, including product managers, designers, and engineers, to translate research insights into actionable strategies
• Excellent communication skills with the ability to present complex findings to senior stakeholders in a clear, compelling manner

Preferred Qualifications

• Master's or PhD in a relevant discipline with a focus on user-centered design or behavioral science
• Experience in agile development environments and integrating research into sprint cycles for digital banking products
• Familiarity with AI-driven research tools and emerging technologies like voice interfaces or blockchain in financial applications
• Prior work at a major financial institution, consulting firm, or tech company serving the banking sector
• Certification in UX research methodologies (e.g., from Nielsen Norman Group) or project management (e.g., PMP)

Required Skills

• Expertise in UX research methodologies (qualitative and quantitative)
• Proficiency in research tools like UserTesting, Qualtrics, or Dovetail
• Strong analytical skills for interpreting data and deriving actionable insights
• Leadership and team management abilities
• Excellent verbal and written communication
• Knowledge of financial services domain and regulatory compliance
• Experience with prototyping tools (e.g., Figma, Adobe XD)
• Statistical analysis proficiency (e.g., using SPSS or R)
• Stakeholder management and influence skills
• Project management in fast-paced environments
• Empathy and user-centered design mindset
• Cross-cultural sensitivity for global research
• Agile methodologies familiarity
• Data visualization and storytelling techniques
• Ethical research and privacy awareness

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance coverage
• Generous 401(k) matching and pension contributions
• Paid time off including vacation, sick leave, and parental leave
• Professional development opportunities, including tuition reimbursement and access to internal training programs
• Employee assistance programs for wellness and financial planning support
• Hybrid work model with flexibility for work-life balance in London
• Exclusive perks such as gym memberships, childcare vouchers, and cycle-to-work schemes

JP Morgan Chase is an equal opportunity employer.