Experience Research Vice President

Location: LONDON, United Kingdom

Job Family: User Experience Design

About the Role

At JP Morgan Chase, we are at the forefront of financial innovation, and our Experience Research team plays a pivotal role in shaping user experiences that empower millions of clients worldwide. As an Experience Research Vice President in our London office, you will champion innovation by leading a talented team dedicated to excellence in user experience research and design. Reporting to the Head of UX for EMEA, you will drive research initiatives that enhance digital platforms for retail banking, wealth management, and investment services, ensuring our solutions are intuitive, secure, and compliant with stringent financial regulations like those from the FCA and GDPR. Your leadership will focus on uncovering deep user insights to inform product strategies that drive customer loyalty and operational efficiency in a competitive fintech landscape. In this role, you will collaborate closely with cross-functional teams including product, engineering, and compliance experts to translate complex user needs into actionable design outcomes. You will oversee the full research lifecycle—from planning ethnographic studies and usability tests to analyzing data and iterating on prototypes—while mentoring junior team members to build their skills in advanced methodologies. Specific to JP Morgan's global operations, you will address unique challenges such as multicultural user behaviors in EMEA markets and the integration of emerging technologies like AI for personalized banking experiences. Your work will directly impact key initiatives, such as optimizing mobile apps for seamless transactions or enhancing advisory tools for high-net-worth clients, ultimately contributing to our firm's reputation as a leader in client-centric financial services. We seek a visionary leader passionate about UX in finance, with a proven ability to foster a culture of innovation and inclusivity. Join JP Morgan Chase in London, where you'll have the opportunity to influence strategic decisions, grow professionally through our robust development programs, and thrive in a dynamic environment that values diversity and excellence. This position offers a chance to make a lasting impact on how the world banks with one of the most trusted names in global finance.

Key Responsibilities

• Lead and mentor a team of UX researchers and designers, championing best practices in user-centered innovation for JP Morgan Chase's financial products
• Design and execute comprehensive research studies to uncover user insights, pain points, and opportunities in areas like mobile banking, investment tools, and client advisory services
• Collaborate with product managers, engineers, and stakeholders to translate research findings into actionable design recommendations that comply with financial regulations
• Drive the development of prototypes and usability tests to validate UX improvements, ensuring seamless experiences across digital channels for global clients
• Analyze quantitative data from analytics tools and qualitative feedback to measure the impact of UX enhancements on key metrics like customer retention and transaction efficiency
• Foster innovation by exploring emerging technologies (e.g., AI-driven personalization) and integrating them into research methodologies for competitive advantage in financial services
• Advocate for inclusive design practices, ensuring accessibility and diversity in user research to serve JP Morgan's diverse client base
• Present research insights and design strategies to senior leadership, influencing strategic decisions in wealth management and corporate banking divisions
• Stay abreast of industry trends in fintech UX and regulatory changes, applying them to elevate team performance and project outcomes
• Manage research budgets, timelines, and resources while promoting a culture of continuous learning and excellence within the team

Required Qualifications

• Bachelor's degree in Human-Computer Interaction, Design, Psychology, 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 cross-functional teams to deliver innovative UX solutions that drive business outcomes in banking or fintech
• Deep understanding of financial products, regulatory compliance (e.g., GDPR, FCA guidelines), and user needs in wealth management, retail banking, or investment services
• Experience conducting qualitative and quantitative research methods, including usability testing and ethnographic studies in a global financial context
• Strong portfolio demonstrating impact on user-centered design projects that enhanced customer engagement and satisfaction in high-stakes environments
• Ability to mentor and develop junior researchers and designers, fostering a culture of innovation and excellence

Preferred Qualifications

• Master's or PhD in UX Research, Design Thinking, or Behavioral Science
• Experience in agile environments with tools like Figma, Miro, or Adobe XD tailored to financial UX
• Prior work at a major financial institution, such as leading UX initiatives for digital banking platforms
• Certification in UX research methodologies (e.g., Nielsen Norman Group) or accessibility standards (WCAG)
• International experience, particularly in EMEA markets, with knowledge of multicultural user behaviors in finance

Required Skills

• Expertise in UX research methodologies (e.g., interviews, surveys, A/B testing)
• Proficiency in qualitative analysis tools like NVivo or Dovetail
• Strong quantitative skills with tools such as Google Analytics, Tableau, or SPSS
• Leadership and team mentoring abilities in fast-paced environments
• Knowledge of financial services domain, including banking regulations and client behaviors
• Design thinking and prototyping skills using Figma or Sketch
• Stakeholder communication and presentation expertise
• Agile and scrum methodologies for collaborative project delivery
• Cultural sensitivity for global, multicultural research
• Problem-solving and innovation in user-centered design
• Attention to detail in ensuring compliance and accessibility (e.g., WCAG standards)
• Time management and prioritization in high-pressure settings
• Empathy and user advocacy to drive inclusive experiences
• Technical aptitude for integrating AI/ML insights into UX research
• Strategic thinking to align research with business goals in finance

Benefits

• Competitive base salary and performance-based annual bonus, reflective of JP Morgan's commitment to rewarding excellence
• Comprehensive health, dental, and vision insurance coverage for employees and eligible dependents
• Generous retirement savings plan with company matching contributions to support long-term financial security
• Paid time off including vacation, sick leave, and parental leave to promote work-life balance
• Professional development opportunities, such as tuition reimbursement and access to internal training programs at JP Morgan University
• Employee wellness programs, including gym memberships, mental health support, and flexible working arrangements in London
• Stock purchase plan allowing participation in JP Morgan Chase's growth as a global financial leader
• Relocation assistance for international hires joining the London office

JP Morgan Chase is an equal opportunity employer.