Lead UX Researcher

Location: LONDON, LONDON, United Kingdom

Job Family: User Experience Design

About the Role

At JP Morgan Chase, we're building the future of banking in the UK following the successful 2021 launch of Chase UK. As a Lead UX Researcher in our innovative User Experience Design team based in London, you'll play a pivotal role in shaping customer-centric digital experiences for our retail banking products. This position offers the chance to lead research efforts that drive meaningful improvements in how millions of customers interact with our mobile apps, online platforms, and personalized financial services. Joining a dynamic, newly formed team, you'll contribute to our mission of delivering seamless, trustworthy banking solutions in a highly competitive fintech landscape, while adhering to stringent UK regulatory standards like those from the FCA. In this leadership role, you'll spearhead end-to-end UX research initiatives, from defining research objectives to synthesizing insights that inform product roadmaps. You'll collaborate closely with designers, product owners, and engineers to uncover user needs, validate features, and optimize experiences for diverse customer segments, including first-time digital bankers and tech-savvy millennials. Your work will focus on key areas such as mobile-first interfaces, secure transaction flows, and personalized financial advice tools, ensuring our offerings stand out in the evolving UK market. By leveraging both qualitative and quantitative methods, you'll help mitigate risks, enhance accessibility, and foster loyalty in a sector where trust and usability are paramount. We're seeking a passionate leader with deep expertise in UX research within financial services to mentor our growing team and champion user advocacy at every stage of the product lifecycle. This role is ideal for someone who thrives in an agile, collaborative environment and is excited about the intersection of technology, psychology, and finance. At JP Morgan Chase, you'll have access to world-class resources, ongoing professional growth opportunities, and the impact of working on globally recognized brands, all while contributing to the broader goal of financial inclusion in the UK.

Key Responsibilities

• Lead the design and execution of qualitative and quantitative UX research studies to inform product decisions for Chase UK digital platforms
• Collaborate with product managers, designers, and engineers to integrate user insights into the development of banking apps and online services
• Conduct user interviews, usability testing, and ethnographic research focused on customer behaviors in financial services
• Analyze research data to identify trends, pain points, and opportunities in the UK retail banking market
• Mentor junior researchers and advocate for user-centered design principles across cross-functional teams
• Develop research roadmaps aligned with Chase UK's strategic goals post-2021 launch
• Ensure all research activities comply with JP Morgan Chase's data privacy and ethical standards
• Present findings to senior stakeholders, influencing product strategy and enhancing customer experience in a competitive fintech landscape
• Stay abreast of emerging UX trends and technologies in financial services to drive innovation

Required Qualifications

• Bachelor's degree in Human-Computer Interaction, Psychology, Design, or a related field
• 7+ years of experience in UX research, with at least 3 years in a lead or senior role
• Proven track record in conducting user research for digital financial products or services
• Experience leading research projects in agile environments within the financial services sector
• Strong understanding of regulatory requirements in UK banking, such as GDPR and FCA guidelines
• Proficiency in research tools and methodologies applicable to fintech user experiences

Preferred Qualifications

• Master's degree in UX Design, Anthropology, or equivalent
• Experience working with international teams or cross-border financial products
• Background in leading UX research for mobile banking apps or digital wallets
• Certification in UX research methodologies (e.g., Nielsen Norman Group)

Required Skills

• Expertise in qualitative research methods (e.g., interviews, focus groups)
• Proficiency in quantitative analysis tools (e.g., SPSS, Google Analytics)
• Strong facilitation skills for usability testing and workshops
• Experience with prototyping tools like Figma or Adobe XD
• Knowledge of financial services user personas and journey mapping
• Excellent communication and storytelling abilities for presenting insights
• Agile methodology familiarity in fast-paced product environments
• Data privacy and ethical research practices in regulated industries
• Cross-cultural sensitivity for diverse UK customer segments
• Project management skills for leading research initiatives
• Analytical thinking to translate user data into actionable recommendations
• Collaboration with multidisciplinary teams in fintech
• Adaptability to evolving digital banking technologies

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance coverage
• Generous pension contributions and retirement savings plans
• Hybrid work model with flexibility for remote and office-based work in London
• Professional development opportunities, including tuition reimbursement and leadership training
• Wellness programs, including gym memberships and mental health support
• Paid time off, parental leave, and family-friendly policies
• Employee stock purchase plan and financial wellness resources tailored to banking professionals

JP Morgan Chase is an equal opportunity employer.