Sr User Experience Researcher - Connected Commerce

Job Description At Chase, we're proud to serve nearly half of America's households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Our company is built around making a real difference for our communities, doing what's right for our customers, providing our employees with the opportunity to define unique career paths and sharing ideas that will help propel us into the future.
The Design and Customer Experience (DCE) team 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.
Senior Experience Researchers demonstrate a higher than usual degree of user empathy and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders towards "Aha!" moments. We expect you to have strengths in the core user research parts of this process, and a desire to continually broaden and improve your skills.
Senior Experience Researchers are part of multi-disciplinary teams, including product designers and content designers, committed to designing the future of banking. Senior Experience Researchers are also expected to be strong cross-functional collaborators with Product Management and Engineers, informing prioritization, planning, and decisions along the way to execution.
What You'll Do

• Go beyond the initial request to understand the needs of our partners and the questions they really need to answer
• Review existing user research about the product experience; identify opportunities for new research with impact
• Structure and plan moderately complex research initiatives, including 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
• Shape data from research to informs UX metrics initiatives
• Work with Product Management and Product Design in contributing to product requirements, including specifying desired outcomes
• Advocate for Accessibility and Inclusive Design practices
• 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
• Support recruiting processes, reaching out to potential candidates, taking part in interviews

Our Desired Profile

• 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 User Research skills
• Foundational understanding of and experience with ethnographic, contextual inquiry, generative/exploratory research techniques would be strongly favored
• Intermediate project planning and management skills
• Experience planning and conducting a variety of methodologies and approaches, knowing the strengths and weaknesses of each
• Ability to lead a moderately complex research study from beginning to end independently
• Prior work involves collaboration within design teams (with other designers, UX researchers, and content designers) and cross-functionally (Product Management, Engineering)
• Continued development in adjacent skills such as UX Writing, Information Architecture, and Interaction Design
• Foundational understanding of Accessibility Guidelines and Inclusive Design practices
• Comfortable in presenting findings and insights to team members and stakeholders from multi-disciplinary backgrounds
• Significant experience with UX Research tools for diary studies, remote research, and usability testing

About Us 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.