Experience Research, Senior Associate

JPMorganChase; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Chase is seeking an Experience Research Senior Associate for Card Customer Experience to shape user experiences across products and services. You will apply advanced research methods—surveys, interviews, ethnography, and mixed methods—to turn customer needs into actionable insights that influence design and product decisions.

Collaborate with cross-functional teams to embed user insights into strategy and development, lead research studies, and champion efficient workflows with AI tools like

Qualifications

• 3+ years of UX research experience (generative and evaluative).
• Experience with quantitative and qualitative research methods.
• Knowledge of UX design principles and ethnography relevance.
• Ability to review and apply current research practices to inform designs.

Responsibilities

• Conduct and execute research studies using surveys, interviews, ethnography, and mixed methods to gather customer insights.
• Analyze data to identify patterns and translate insights into design recommendations.
• Unblocks teams through accelerated research sprints and desk research.
• Leverage AI tools like GitHub Copilot and Claude Code to accelerate workflows.
• Collaborate with cross-functional teams to integrate insights into product development.
• Contribute to research strategy and align craft work with business goals and metrics.
• Stay current with industry trends and bring insights into the team.

Skills

UX research

Qualitative research

Quantitative research

Data analysis

Cross-functional collaboration

Tools

GitHub Copilot

Claude Code

Job description

Job Description

Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product design and functionality.

As an Experience Research Senior Associate in Card Customer Experience, you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer 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 directly impact the 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 supports the Card CX team by informing design and product decisions across the branded and co-branded credit card portfolios. Using a mix of generative and evaluative methods, the researcher will study the end-to-end cardmember experience while also zooming in on high-impact servicing utilities and moments of customer need. Their work will help teams identify customer pain points, prioritize improvements, and deliver experiences that improve customer satisfaction, deepen engagement, and support business outcomes.

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, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement
• Unblocks teams through accelerated research sprints, designer-led research, and desk research.
• Uses advanced AI tools, including GitHub Copilot and Claude Code, to accelerate research and design workflows.
• Collaborate with cross-functional teams to ensure the integration of user insights into design strategy and the product development processes based on research findings
• 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 and incorporate knowledge into team insights
  

Required Qualifications, Capabilities And Skills

• 3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques
• Demonstrated proficiency in 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
  

Preferred Qualifications, Capabilities And Skills

• Experience shipping new products or features.
• Experience in the direct to consumer space.
• Experience working at a sprint pace or conducting research rapidly.
• Experience with advanced AI tools like Claude Code or Github Copilot.
  

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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. 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.

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.