User Experience Researcher, Vice President

Location: Columbus, OH, United States

Job Family: User Experience Design

About the Role

At JPMorgan Chase, we are at the forefront of redefining banking for millions of customers through innovative digital experiences. As a User Experience Researcher, Vice President in Consumer Bank Operations, you will lead research initiatives that shape the future of our consumer banking products. Based in Columbus, OH, this role sits within our dynamic UX Design team, where you'll drive insights to enhance user interactions across mobile apps, online platforms, and in-branch services. Your work will directly impact how customers engage with financial tools, from everyday transactions to complex wealth management, ensuring our solutions are intuitive, secure, and inclusive in a competitive fintech landscape. In this senior leadership position, you will spearhead comprehensive research programs, blending qualitative methods like ethnographic studies with quantitative analytics to uncover deep customer insights. You'll collaborate closely with cross-functional teams—including product, design, engineering, and compliance—to translate findings into strategies that boost engagement and loyalty. At JPMorgan Chase, your research will address real-world challenges, such as simplifying digital onboarding for new users or optimizing fraud detection interfaces, all while adhering to stringent financial regulations and our commitment to ethical practices. We seek a visionary researcher passionate about the intersection of human behavior and financial technology. You'll mentor emerging talent, advocate for user-centered design in executive forums, and contribute to JPMorgan Chase's broader mission of empowering economic progress. This role offers the chance to influence global-scale innovations while thriving in a supportive environment that values diversity, work-life balance, and continuous learning. Join us to make a meaningful difference in how the world banks.

Key Responsibilities

• Lead end-to-end user research initiatives to inform the design and optimization of consumer banking products and digital experiences at JPMorgan Chase
• Design and execute qualitative and quantitative research studies, including user interviews, surveys, and A/B testing to uncover insights on customer behaviors and pain points
• Collaborate with product managers, designers, and engineers to translate research findings into actionable recommendations that enhance user satisfaction and drive business outcomes
• Mentor and guide junior researchers, fostering a culture of innovation and best practices in UX research within the Consumer Bank Operations team
• Analyze complex data from financial services contexts, such as transaction patterns and app usage, to identify opportunities for improving accessibility and inclusivity
• Present research insights to senior leadership, influencing strategic decisions on product roadmaps and operational efficiencies
• Stay abreast of industry trends in fintech UX and ensure research aligns with JPMorgan Chase's commitment to ethical AI and data privacy
• Partner with compliance and risk teams to ensure all research activities adhere to financial regulations and internal policies
• Develop research frameworks tailored to diverse customer segments, including underserved populations in the U.S. banking market

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 consumer banking
• Proven track record of leading cross-functional research initiatives in a fast-paced corporate environment
• Strong understanding of qualitative and quantitative research methodologies, including usability testing and ethnographic studies
• Experience with financial products and services, including digital banking platforms and customer journey mapping
• Ability to influence stakeholders at all levels, including senior executives in a global financial institution

Preferred Qualifications

• Master's or PhD in UX Research, Cognitive Science, or related discipline
• Experience in agile development environments and familiarity with tools like Figma or Adobe XD for prototyping
• Background in regulatory compliance within the financial sector, such as GDPR or FINRA standards
• Prior work at a major bank or fintech company, with exposure to consumer banking operations

Required Skills

• Expertise in user research methodologies (e.g., contextual inquiry, diary studies)
• Proficiency in data analysis tools like SPSS, R, or Tableau for quantitative insights
• Strong qualitative analysis skills, including thematic coding and affinity diagramming
• Experience with UX research platforms such as UserTesting, Lookback, or Optimal Workshop
• Knowledge of financial services domain, including mobile banking apps and payment systems
• Excellent communication and storytelling abilities for presenting complex insights
• Leadership and team management skills in a collaborative, matrixed organization
• Familiarity with accessibility standards (WCAG) and inclusive design principles
• Project management capabilities using tools like Jira or Asana
• Analytical thinking to derive business value from user data in high-stakes environments
• Adaptability to evolving fintech trends and regulatory landscapes
• Empathy-driven approach to understanding diverse customer needs
• Technical aptitude for integrating research with agile sprints and prototyping

Benefits

• Comprehensive health, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with generous company matching up to 6% of eligible compensation
• Annual performance-based bonuses and stock awards as part of total compensation
• Paid time off including vacation, sick days, and parental leave (up to 16 weeks for primary caregivers)
• Professional development opportunities, including tuition reimbursement and access to JPMorgan Chase's internal learning platforms
• Wellness programs with gym memberships, mental health support, and onsite fitness centers in Columbus, OH
• Flexible work arrangements, including hybrid options and remote work capabilities
• Employee stock purchase plan and financial planning services tailored to banking professionals

JP Morgan Chase is an equal opportunity employer.