Experience Research Vice President - Digital Banking

JPMorgan Chase & Co.; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

JPMorgan Chase & Co. seeks a strategic researcher at the intersection of human insight and business impact.

The insights you uncover will shape products and experiences used by some of the world’s most sophisticated organizations as we build the future of global payments. You will collaborate with Design, Product Management, Engineering, and Research partners to ensure client insights inform priorities, shape solutions, and support the delivery of intuitive, scalable payments experiences across

Qualifications

• Formal training or certification on experience research concepts and 5+ years applied experience.
• 5+ years of customer research—marketing and UX focus.
• Strong qualitative and quantitative methods including surveys, interviews, usability testing, ethnography, and data synthesis.
• Experience building or scaling strategic research programs with measurable impact.
• Ability to apply AI-enabled capabilities to improve research operations and outcomes.
• Proven cross-functional collaboration to influence decisions and align teams.
• Excellent written, verbal, and visual communication, with stakeholder presentation skills.
• Solid project management abilities and organizational discipline.
• Proficiency with Excel, PowerPoint, Qualtrics, and related tools.

Responsibilities

• Design and execute qualitative, quantitative, and mixed-methods studies addressing client, product, and business questions.
• Analyze findings to identify client needs, behaviors, pain points, and opportunities informing strategy.
• Translate insights into actionable recommendations shaping priorities, design decisions, and roadmaps.
• Build and manage quantitative measurement initiatives (NPS, CSAT, brand studies).
• Contribute to scalable research programs linking client insights to business outcomes.
• Identify and leverage AI-enabled tools to enhance research execution and efficiency.
• Collaborate with cross-functional teams to embed research across the product lifecycle.
• Advocate for client needs across B2B and payments experiences; balance user and business goals.
• Present insights through compelling reports and workshops for varied stakeholders.
• Stay current on industry trends and emerging best practices in research.

Skills

Experience research

Qual/Quant methods

AI-enabled tools

Cross-functional collaboration

Presentation skills

Project management

Excel

PowerPoint

Qualtrics

LLMs

Tools

Qualtrics

UserTesting

Optimal Workshop

LLMs

Job description

Are you a strategic researcher who thrives at the intersection of human insight and business impact? At JPMorganChase, we're building the future of global payments — and the insights you uncover will directly shape the products and experiences used by some of the world's most sophisticated organizations. Join a team where your work doesn't just inform decisions — it drives them.

As an Experience Research Vice President in the Commercial & Investment Bank Payments Experience Design team, you will play a key role in shaping the strategy, design, and functionality of payments products and services used by some of the world's largest and most complex organizations. You will leverage qualitative, quantitative, and mixed-methods research to identify customer needs, generate actionable insights, and influence product strategy and design decisions. You will also help build and evolve strategic research programs, including measurement and tracking initiatives (CSAT, NPS, etc.) identifying and applying AI-enabled approaches that improve research execution, streamline processes, and connect client understanding to business priorities, product outcomes, and measurable impact.

In this role, you will collaborate closely with Design, Product Management, Engineering, and Research partners across our global Payments Experience Design team to ensure client insights inform priorities, shape solutions, and support the delivery of intuitive, effective, and scalable experiences.

Job responsibilities

• Design and execute qualitative, quantitative, and mixed-methods research studies that address complex client, product, and business questions
• Analyze and synthesize research findings to identify client needs, behavioral patterns, pain points, and opportunities that inform product strategy and experience design
• Translate insights into clear, actionable recommendations that influence product priorities, design decisions, and roadmap planning
• Experience building and managing quantitative measurement initiatives (e.g. NPS, CSAT, brand, attitudes & usage studies, etc.)
• Contribute to the development and scaling of strategic research programs that generate ongoing client insight, measure outcomes, and support business objectives
• Identify, build, and leverage AI-enabled tools, workflows, and processes that enhance research execution, improve efficiency, and support high-quality insight generation
• Partner with cross-functional teams to embed research throughout the product development lifecycle and promote evidence-based decision-making
• Advocate for client needs and behaviors across complex B2B and payments experiences, balancing user goals with business and technology considerations
• Communicate insights and recommendations through compelling presentations, workshops, reports, and readouts tailored to a range of stakeholders
• Stay current on industry trends, research methodologies, and emerging best practices to continuously strengthen research strategy and execution

Required qualifications, capabilities, and skills

• Formal training or certification on experience research concepts and 5+ years applied experience
• 5+ years of experience or equivalent expertise in customer research, with a strong focus on marketing research and exposure to digital and user experience
• Demonstrated strength in qualitative and quantitative research methods, including survey design, interviews, usability testing, ethnography, statistical analysis, and synthesis of complex data
• Experience building, contributing to, or scaling strategic research programs that inform product priorities, generate ongoing customer insight, and measure impact over time
• Ability to identify and apply AI-enabled capabilities to strengthen research operations, improve process efficiency, and enhance the quality and scalability of research execution
• Proven ability to collaborate with cross-functional partners to influence decisions and drive alignment
• Ability to plan and execute rigorous research, adapt to evolving business needs, and maintain high standards for quality and methodological integrity
• Excellent written, verbal, and visual communication skills, with the ability to present insights clearly and persuasively to stakeholders at all levels
• Excellent project management skills
• Proficiency with Excel, PowerPoint, Qualtrics, and related research tools (e.g. User Testing, Optimal Workshop, LLMs, etc.)

Preferred qualifications, capabilities, and skills

• Experience conducting research in payments, financial services, B2B, or enterprise software environments
• Curiosity, creativity, and a collaborative mindset, with interest in exploring new research approaches and future-focused solutions
• Eager to gain skills in AI and related tooling and capabilities
• Ability to build strong working relationships across disciplines, regions, and levels of seniority
• Experience in B2B payments a plus