Experience Research Vice President - Digital Banking

JPMorganChase; New York (NY); On-site; USD 180,000 - 250,000; Full time

Job summary

JPMorganChase’s Commercial & Investment Bank Payments Experience Design team seeks an Experience Research Vice President to shape strategy, design, and functionality of payments products for large, complex organizations. You will leverage qualitative, quantitative, and mixed-methods research to identify client needs and influence product decisions across global teams.

You will build and evolve strategic research programs, measure outcomes (CSAT, NPS), and apply AI-enabled approaches to improve

Qualifications

• Formal training or certification in experience research concepts.
• 5+ years of experience in customer research with UX focus.
• Strong mix of qualitative and quantitative methods.
• Ability to build and scale strategic research programs.
• Ability to apply AI-enabled capabilities to improve research.

Responsibilities

• Design and execute qualitative, quantitative, and mixed-methods research studies.
• Analyze findings to identify client needs and opportunities for product strategy.
• Translate insights into actionable recommendations for product priorities.
• Build and manage quantitative measurement initiatives (CSAT, NPS, etc.).
• Develop and scale strategic research programs aligned with business goals.
• Embed research throughout the product lifecycle with cross-functional teams.
• Communicate insights via presentations, workshops, and reports.
• Stay current on industry trends and emerging best practices.

Skills

Qualitative research

Quantitative research

Mixed-methods

AI-enabled tooling

Cross-functional collaboration

Project management

Excel

PowerPoint

Qualtrics

User Testing

LLMs

Optimal Workshop

Education

Formal training or certification in experience research

5+ years experience in customer research

Tools

Qualtrics

Excel

PowerPoint

User Testing

Optimal Workshop

LLMs

Job description

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.

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

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About The Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.