Experience Research Vice President

Join us to pioneer user experience insights, shaping products that resonate with customers and end users. Foster a culture of continuous learning as you mentor and coach junior researchers and designers and bring your thought leadership and expertise to the team.

As an Experience Research Vice President in Consumer and community banking, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep expertise in research methods and user experience design, develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users. Your work will provide the foundation used to inform effective product and service designs across the firm. Apply your advanced knowledge of quantitative and qualitative methods to critically analyze the effectiveness of our existing and future designs as you collaborate with cross-disciplinary teams.

Job responsibilities

• Lead end-to-end mixed-methods research across multiple workstreams, from scoping and prioritizing the right questions through participant sampling and recruitment, study design and materials, fielding and facilitation, analysis and synthesis, and delivering actionable recommendations.
• Plan and conduct research in-person and/or virtually with distributed team members across India, the Philippines, and Tempe, AZ.
• Conduct research using methods such as field studies/ethnography, interviews, diary studies, participatory workshops, surveys, and usability testing to understand behaviors, motivations, and friction in workflows.
• Document and map experiences to identify opportunities to improve workflows.
• Analyze and synthesize findings, identify patterns/trends, and deliver clear, actionable recommendations for UX and product decisions.
• Partner with stakeholders to identify and prioritize research opportunities in a fast-paced, rapidly changing environment, connecting research to business goals and downstream implications.
• Communicate insights and recommendations to diverse audiences, tailoring storytelling and artifacts to drive alignment and decisions with Design/Product/Engineering and senior stakeholders.
• Help evolve a scalable research practice: contribute to methodologies, frameworks, templates, and ways of working that enable research efficiency and consistency.
• Enable designers and partners to conduct high-quality research by advising on plans and best practices (no people management).

Required qualifications, capabilities, and skills

• 5+ years of experience (or equivalent expertise) in generative and evaluative UX research, with strong mixed-methods capability.
• Proven ability to design and execute research using advanced qualitative and quantitative techniques (e.g., interviews, ethnography/field work, survey design, usability testing, analysis).
• Strong capability to incorporate complex technical and business requirements into research plans and translate insights into decision-ready guidance.
• Excellent communication and stakeholder management skills; ability to deliver clear recommendations and influence direction through research storytelling.
• Ability to thrive in fast-paced, collaborative environments with changing priorities; strong critical thinking and problem solving.
• Experience working effectively in regulated/complex environments, with sensitivity to privacy, risk, and compliance considerations in research.

Preferred qualifications, capabilities, and skills

• Experience in financial services, compliance, or other highly regulated domains
• Experience working in an Operations or Customer Service environment
• Familiarity with tools such as Maze, Dovetail, Optimal Workshop, Lucid, Adobe Premiere Pro and Handbrake
• Experience facilitating workshops and producing journey/service maps and executive ready deliverables
• Experience working in abstract or specialized environments with unique processes and workflows, requiring the ability to quickly learn and adapt to unfamiliar business practices
• Experience working with enterprise software applications that require scaling to multiple persona groups 

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.

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.