User Experience Researcher, Associate

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 research 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.

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.

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.

Job Summary

This role is hybrid. Team members who are in a hybrid role typically spend three days a week in the office, while having flexibility on their work location for the other working days.

As an Experience Researcher in our Segments Cadence Program, you will scope and craft research strategy, conduct research, and deliver actionable insights on research initiatives related to our Consumer Banking Products.

You will be part of multi-disciplinary teams, including Product Designers and Content Designers, committed to designing the future of banking. You will participate in cross-functional collaboration with Product Managers, Data Analysts, and Engineers, informing prioritization, planning, and decisions along the way to execution.

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.

Job Responsibilities

• 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.
• Structure and plan research initiatives, including evaluative, generative, and formative research.
• Take a question or a problem and be able to translate it into a testable hypothesis—complete with a specific method and tasks that appropriately respond to research, project, and business objectives.
• Incorporate business understanding into framing research and findings and recommendations.
• Design, administer, and report on these research studies, and produce associated materials (e.g., research agendas, discussion guides, generative exercises etc.).
• Work with other UX Researchers to conduct ongoing research related to our core deposit segments.
• Present findings to team members and stakeholders from multi-disciplinary backgrounds and varying organizational levels.

• Foundational comfort in presenting findings and insights to team members and stakeholders from multi-disciplinary backgrounds.
• Demonstrates strong User Research skills; and development in adjacent skills such as UX Writing, Information Architecture, and Interaction Design.
• Foundational experience with key UX Research tools for studies such as remote research, usability testing.
• 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.
• Comfortable in presenting findings and insights to team members and stakeholders from multi-disciplinary backgrounds with strong communication skills (both written and oral).
• Experience conducting evaluative research, and supporting generative and formative research.
• Ability to lead a research study from beginning to end independently.

• Foundational understanding of statistical analysis in an industry setting.
• Foundational understanding of Accessibility Guidelines and Inclusive Design practices.
• Foundational project planning and management skills.

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.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For 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.

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.

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.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For 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.

Equal Opportunity Employer/Disability/Veterans