Experience Research Senior Associate

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 90,000 - 140,000; Full time

Job summary

JPMorgan Chase & Co. is seeking an Experience Research Senior Associate within the One Chase Experience team. You will shape user experiences across products and services by applying advanced research methods and translating insights into actionable recommendations.

Working with cross-functional teams, you will develop studies, integrate findings into design decisions, and stay ahead of industry trends including AI/LLM usage to support tailored experiences for affluent customers and their teams.

Qualifications

• 3+ years of experience in generative and evaluative user experience research.
• Proficiency in both quantitative and qualitative research methods, including surveys and interviews.
• Knowledge of UX design principles and ethnographic research practices.
• Ability to apply current research methodologies to inform experience design.
• Experience with AI/LLM technologies to advance research efforts.

Responsibilities

• Conduct and execute research studies using advanced methods to gather customer insights.
• Analyze and interpret data to identify patterns and trends and provide actionable UX recommendations.
• Collaborate with cross-functional teams to integrate user insights into product development.
• Partner with design, content strategy, product development, technology, and data teams to create solutions.
• Contribute to the development and refinement of experience research strategies aligned with business goals.
• Stay current with industry trends, including AI/LLM usage, and apply insights to the team.
• Manage large qualitative data sets to derive strategic, human-centered insights.

Skills

UX research

Quantitative & Qualitative

Ethnography

AI/LLM in research

Cross-functional collaboration

Job description

Bring your industry trends and knowledge to our team and shape exceptional user experiences throughcutting-edgeresearch, influencingproduct, service, and experience design and functionality.

An an Experience Research Senior Associate in the One Chase Experience team, youwill play a pivotal role in shaping user experiences across our products and services. Leveraging advancedproficiencyin research methods, analysis, and both quantitative and qualitative techniques,identifycustomer 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 directlyimpactthe 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.

This role will focus on understanding the Affluent customer segment and identifying ways to support efforts in driving tailored products, services, and experiences for customers and employees who serve these customers. Will collaborate regularly with product and design teams to develop customer management tools and systems.

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,identifypatterns and trends, and provide actionable recommendations to inform user experience design decisions andfacilitateimprovements in customer satisfaction and engagement
• Collaborate with cross-functional teams to ensure the integration of user insights intoproduct development processes based on research findings
• Partner daily with design, content strategy, product development, technology, and data & analytics teams to generate solutions.
• 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, AI/LLM usage, and incorporate knowledge into team insights
• Manage large qualitative data sets and a variety of inputs to derive strategic insight that informs human-centered strategies.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalentexpertisein generative and evaluative user experience research, employing advanced research methods and techniques
• Demonstratedproficiencyin 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
• Navigating a broad range of research tools and AI/LLM technologies to advance research efforts.

Preferred qualifications, capabilities, and skills

• Experience in discovery research methodologies, service design, and Jobs-to-be-Done is a plus.
• Comfort and familiarity with customer segmentation research and CMR are a plus.