Experience Research Vice President

JP Morgan Chase; Scotland; On-site; GBP 120,000 - 180,000; Full time

Job summary

JP Morgan Chase seeks an experienced Experience Research Vice President to help lead a transformation of our Infrastructure Platforms tooling and processes. You will guide teams in selecting studies, create test plans, discuss guides, and drive research from planning through launch.

You will document user journeys, capture friction, track solutions, and advocate data-driven decisions with UX designers and product managers, building a listening strategy from multiple posts.

Qualifications

• Bachelor’s degree or equivalent experience in UX/HCI or related field.
• Proven UX Research & Strategy experience across product lifecycles.
• Experience with qualitative and quantitative methods and agile/lean practices.
• Experience producing Personas, User Journeys, Empathy Maps and Analysis Frameworks; familiarity with Figma/Optimal Workshop/Dovetail/UserZoom.
• Strong strategic thinking and ability to present findings to diverse stakeholders.
• Collaborates with UX designers, product managers, engineers and tech owners.
• Excellent communication, planning and mentoring skills.

Responsibilities

• Define end-to-end understanding of experiences across products and personas.
• Plan and conduct research using qualitative/quantitative methods; analyze findings.
• Drive strategy and priorities with clear, actionable recommendations.
• Support cross-functional teams in understanding customers.
• Research and prototype solutions in AI, data design, ITSM, DevOps and CI.
• Communicate the value of UX and guide research practices.
• Mentor and coach less experienced team members.
• Lead Design Thinking sessions using research findings as a starting point.

Skills

UX Research & Strategy

Qualitative & Quantitative Research

Agile / Lean Methodologies

Personas & User Journeys

Empathy Maps

Analysis Frameworks

Cross-functional collaboration

Present findings to stakeholders

Mentoring / guiding junior team

Education

Bachelor’s Degree in UX/HCI or related field or equivalent experience

Tools

Figma

Optimal Workshop

Dovetail

UserZoom

Job description

As an Experience Research Vice President within an ambitious program that brings a voice of the internal users to transform our Infrastructure Platforms tooling and processes, you will join and help lead this transformation. Proactively identify areas where research would be valuable and guide teams to create appropriate studies or research approaches. Work with teams to execute a range of different types of research studies, as needed to meet project goals. Create and maintain test plans, discussion guides, and any other material needed to properly launch and perform research studies.

As part of the research output you’ll be comfortable documenting user journeys across multiple products/workflows, capturing friction points, identifying and tracking solutions and driving progress alongside UX designers and product managers. And building out a robust listening strategy to ensure our product teams are making decisions based off data and user needs from multiple listening posts.

We are looking for an experienced, hands on and passionate researcher that will also be comfortable mentoring/guiding less experienced UX practitioners. This would ideally suit someone looking to move into or get more experience in a mentoring or hands-on manager role.

Job Responsibilities:

• Define an end to end understanding of experiences across products and personas/users/customers to articulate the current and possible future state experience
• Plan, design & conduct research projects using a variation of qualitative and quantitative user research methods, moderate studies and analyse findings across the product lifecycle to articulate human-centred problems
• Drive strategy and priorities through both research and data analytics, with clear and actionable recommendations
• Support Product Managers, Software Engineers and UX designers in understanding their customer
• Research and innovate solutions within our product areas like Artificial Intelligence model creation, Data Design, IT Service Management, DevOps and Continuous Integration
• Communicate and articulate the value of UX and the rationale behind your research process and recommendations, bringing the team along your journey
• Support the experience teams in building and evolving research and measurement practices
• Lead cross-functional Design Thinking exercises using research findings as a starting point
• Mentor, guide and coach less experienced team members

Required qualifications, capabilities and skills:

• Bachelor’s Degree in UX/HCI or related field or equivalent experience
• UX Research & Strategy experience
• Experience with qualitative and quantitative research as well as agile / lean methodologies to choose the best methods for planning & execution of user research projects
• Experience creating common user research outputs such as Personas, User Journeys, Analysis Frameworks, Empathy Maps and with tools such as Figma, Optimal Workshop, Dovetail, UserZoom or similar
• Strategic and critical thinking capabilities
• Experience of working alongside UX designers, product owners, software engineers, architects and technology owners
• Adept at presenting findings to team members and stakeholders from multi-disciplinary backgrounds and varying organisational levels
• Strong communication, project planning and management skills

Preferred qualifications, capabilities and skills:

• Experience of working in corporate technical delivery teams a bonus
• Good understanding of Infrastructure Platforms beneficial but not necessary
• Knowledge/understanding of Product Ops concepts
• Advanced data visualisation and analytics skills