Senior Experience Researcher, AI-Driven CX

JPMorgan Chase & Co.; New York (NY); On-site; USD 120,000 - 170,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Senior Associate of Experience Research in Digital Channels to shape user experience across AI-driven products and services. You will define and lead research strategy, leveraging mixed methods to transform insights into product decisions and measurable improvements.

In this role, you will mentor junior researchers, build scalable research systems, and stay ahead of evolving UX and AI development trends to deliver impactful customer experiences at scale.

Qualifications

• 3+ years leading generative and evaluative UX research.
• Experience across technically complex, cross-product or platform-scale problem spaces.
• Proven track record translating research into product strategy and measurable improvements.
• Ability to synthesize complex inputs into clear recommendations and narratives.
• Thrives in ambiguity with iterative scope adjustments as needs evolve.
• Strong communication to executives and partners across deliverables.

Responsibilities

• Lead strategic UX research by identifying opportunities across product areas and aligning to strategy.
• Apply appropriate research methods at each design stage and decide when ethnography or live experiments are best.
• Collaborate with cross-functional partners to clarify problems and set strategic direction.
• Document and evaluate human + AI workflows; consider operational, legal, and risk implications.
• Connect research to success metrics and translate insights into actionable decisions.

Skills

UX research leadership

Qualitative & quantitative methods

Cross-functional collaboration

Synthesis & storytelling

Ambiguity tolerance

Stakeholder communication

Job description

JPMorgan Chase & Co. is seeking a Senior Associate of Experience Research in Digital Channels to shape user experience across AI-driven products and services. You will define and lead research strategy, leveraging mixed methods to transform insights into product decisions and measurable improvements.

In this role, you will mentor junior researchers, build scalable research systems, and stay ahead of evolving UX and AI development trends to deliver impactful customer experiences at scale.