Vice President, Experience Research - Consumer Segments

Join us to pioneer user experience insights, shaping products that resonate with customers and end users. Foster a culture of continuous learning as you mentor and coach junior researchers and designers and bring your thought leadership and expertise to the team.

As a Vice President of Experience Research in the Consumer Banking, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep expertise in research methods and user experience design, develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users. Your work will provide the foundation used to inform effective product and service designs across the firm. Apply your advanced knowledge of quantitative and qualitative methods to critically analyze the effectiveness of our existing and future designs as you collaborate with cross-disciplinary teams.

We are a group of creative collaborators who are passionate about crafting experiences that have meaningful impact on the financial, physical, and emotional wellbeing of our customers. We are always looking, first and foremost, for great humans - people who are kind, caring, and are always looking for ways to collaborate, mentor, and assist those around them. This team is full of life-long students - people who are eager to learn new things and are willing to say, "I don't know...yet." The ideal candidate is also committed to making an impact and being an advocate for our customers - seeing a need or pain point and proactively attempting to problem-solve.

Job responsibilities

• Design and execute comprehensive research studies to identify customer needs, preferences, and behaviors to foster product improvements and innovation

• Analyze and interpret data using advanced quantitative and qualitative methods and translate insights into actionable recommendations for enhancing user experience

• Facilitate surveys and interviews with users to gather information on user needs and desires and create user testing scenarios to further refine the product or feature based on findings

• Mentor and guide junior researchers and designers and foster a culture of continuous learning and knowledge sharing within the user experience design team

• Monitor industry trends and advancements in user experience research methodologies and incorporate innovative techniques to maintain a competitive edge in the market

• Ensure research results are actionable and contribute directly to meeting project and business goals

• Inspire confidence and collaborate closely with a variety of internal and external stakeholders across functions, including product leadership and senior business executives

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in generative and evaluative user experience research, with a strong focus on both quantitative and qualitative research methods

• Proven ability to conduct various research techniques, such as ethnography, surveys, interviews, and advanced data analysis, to derive actionable insights for user experience design

• Demonstrated knowledge of advanced qualitative methods, with evidence of implementing findings that improved product or feature design

• Demonstrated experience in collaborating with cross-functional teams, including UX designers, product managers, and developers, to propel customer-centric decision-making and inform product prioritization

• Experience in designing high-quality research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs

• Ability to drive multiple complex research projects, champion user experience research, and integrate within the design planning, estimation, and prioritization process

• Passion for designing and delivering research for maximum impact and for developing world-class products and experiences

• Demonstrated understanding of how design research connects with broader business value

• Portfolio or examples of past projects focusing on thoughtful methodology selection and impactful, tangible outcomes

Preferred qualifications, capabilities, and skills

• Master's or Ph.D. degree in related field is preferred, but not required

• Ability to train and mentor junior team members and experience in conducting research at a large company

• Experience using complex survey methodologies (e.g., Conjoint, Min-max) and statistical analysis (e.g., Regressions, T-Tests, ANOVA) in an industry setting is a plus, but not required

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, discretionary incentive compensation which may be 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