Experience Research Vice President

Location: New York, NY, United States

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 digital experiences. As an Experience Research Vice President in our User Experience Design team, you will play a pivotal role in pioneering user insights that shape products resonating with millions of customers worldwide. Based in our vibrant New York office, you will lead research efforts to understand the needs of retail banking clients, high-net-worth individuals, and institutional users, ensuring our platforms deliver seamless, secure, and personalized financial solutions. Your work will directly influence flagship products like Chase Mobile app and online wealth management tools, driving customer loyalty and business growth in a highly regulated industry. In this senior role, you will design and execute comprehensive research programs, blending qualitative methods like ethnographic studies with quantitative approaches such as large-scale surveys and analytics. Collaborating closely with product managers, designers, and engineers, you will uncover pain points in customer journeys—from account opening to investment advisory—and translate them into data-driven recommendations. At JP Morgan Chase, compliance is paramount; you will navigate complex regulations like SEC guidelines and data privacy laws to ensure all insights are ethically sourced and actionable, ultimately enhancing trust in our brand. We seek a visionary researcher passionate about human-centered design in finance. You will mentor emerging talent, advocate for inclusive practices, and present findings to executive leadership, influencing strategic priorities. Join a collaborative culture that values innovation and impact, where your expertise will help redefine how the world banks with JP Morgan Chase.

Key Responsibilities

• Lead end-to-end user experience research initiatives to uncover insights that drive innovation in JP Morgan Chase's digital banking products
• Design and execute qualitative research methods, including in-depth interviews, focus groups, and ethnographic studies with diverse customer segments
• Conduct quantitative analysis using tools like surveys and A/B testing to validate user behaviors and preferences in financial services
• Collaborate with product and design teams to translate research findings into actionable recommendations for enhancing customer journeys
• Develop personas, journey maps, and user stories to inform the design of intuitive and compliant financial tools
• Monitor industry trends and regulatory changes to ensure research aligns with evolving standards in wealth management and retail banking
• Mentor junior researchers and advocate for user-centered design principles across Chase's technology organization
• Present research insights to senior stakeholders, influencing strategic decisions on product roadmaps
• Ensure all research practices adhere to JP Morgan Chase's ethical guidelines and data security protocols

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 4 years in a financial services or fintech environment
• Proven track record of conducting qualitative and quantitative research to inform product design and strategy
• Experience with research tools and methodologies such as usability testing, ethnographic studies, and surveys
• Strong understanding of regulatory compliance in financial services, including data privacy standards like GDPR and CCPA
• Ability to collaborate with cross-functional teams including product managers, designers, and engineers

Preferred Qualifications

• Master's or PhD in a relevant discipline such as UX Research or Behavioral Science
• Experience in agile development environments within large-scale financial institutions
• Familiarity with AI-driven personalization in banking products
• Prior work on mobile and digital banking platforms for high-net-worth clients

Required Skills

• Expertise in UX research methodologies (qualitative and quantitative)
• Proficiency with research tools like UserTesting, Qualtrics, or Dovetail
• Strong analytical skills for interpreting user data and metrics
• Knowledge of financial services domain, including banking regulations
• Excellent communication and presentation abilities
• Experience with data visualization tools such as Tableau or Figma
• Project management skills for leading research initiatives
• Empathy and user-centric mindset
• Technical aptitude with prototyping tools like Adobe XD or Sketch
• Statistical analysis proficiency (e.g., SPSS or R)
• Cross-functional collaboration and stakeholder management
• Adaptability to fast-paced, agile environments
• Attention to detail in handling sensitive financial data

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company match
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities through Chase's learning programs and tuition reimbursement
• Employee stock purchase plan and financial wellness resources
• On-site fitness centers and wellness programs at New York locations
• Flexible work arrangements including hybrid options for work-life balance

JP Morgan Chase is an equal opportunity employer.