Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product design and functionality.

As an Experience Research Senior Associate in Design and Customer Experience Team (DCE), you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations. You will act as a core contributor to aid in developing research studies that answer user needs. Your work will directly impact the design, architecture, and functionality of our offerings, collaborating with cross-functional teams to contribute to discussions on design and research, and leading the decision on which methods best suit key design questions.

Design and Customer Experience is responsible for creating exceptional experiences for Chase's Consumer and Community Bank. We are a group of creative collaborators who are passionate about crafting experiences that have meaningful impact on the financial, physical, and emotional wellbeing of our customers. We are always looking, first and foremost, for great humans - people who are kind, caring, and are always looking for ways to collaborate, mentor, and assist those around them. This team is full of life-long students - people who are eager to learn new things and are willing to say, "I don't know...yet." The ideal candidate is also committed to making an impact and being an advocate for our customers - seeing a need or pain point and proactively attempting to problem-solve.

Job responsibilities

• Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights

• Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement

• Collaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findings

• Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications

• Stay current with industry trends and incorporate knowledge into team insights

• Plan and structure moderately complex research initiatives, including evaluative, generative and formative research

• Design, administer, and report on these research studies, and produce associated materials (e.g., research agendas, discussion guides, generative exercises etc.)

• Capture findings, insights, and recommendations in compelling reports; translate complex concepts into meaningful and actionable recommendations, including the design of visual frameworks and diagrams to support data

• Support cross-functional Design Thinking exercises using research findings as a starting point; work with Product Management and Product Design in contributing to product requirements, including specifying desired outcomes

• Present findings to team members and stakeholders from multi-disciplinary backgrounds and varying organizational levels

• Incorporate business understanding into framing research and findings and recommendations

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques

• Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis

• Advanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiences

• Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs

• Bachelor's Degree in relevant research or design discipline (e.g., Interaction Design, HCI, Anthropology, Cognitive Science), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience

• Strong evaluative, generative, formative User Research skills

• Experience planning and conducting a variety of methodologies and approaches, knowing the strengths and weaknesses of each; significant experience with UX Research tools for IDIs, diary studies, surveys, remote research, and usability testing

• Ability to lead a moderately complex research study from beginning to end independently

• Prior work involves collaboration within design teams (with UX Researchers, Product Designers and Content Designers) and cross-functionally (Product Management, Data Analytics, Engineering)

• Comfortable in presenting findings and insights to team members and stakeholders from multi-disciplinary backgrounds with strong communication skills (both written and oral)

Preferred qualifications, capabilities, and skills

• Demonstrated understanding of how design research connects with broader business value

• Familiarity with service design methodologies

• Foundational understanding of statistical analysis in an industry setting

• Intermediate project planning and management skills

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans