Description

Join us to shape the future of user experience through expert research and team leadership, driving customer and employee satisfaction and engagement. Champion innovation and mentor a team that strives for excellence in user experience research and design.

As an Experience Research Vice President in Operations Experience Design, you will lead a team of skilled professionals to design, execute, and detail findings from experience research studies. Your expertise in experience research principles will enable you to develop and implement innovative studies that enhance user experience and align with our organizational strategy. By fostering a collaborative and inclusive environment, you will empower your team to conduct research with impact.

Job responsibilities

• Develop and execute in-depth research strategies to gather insights on user needs and preferences, utilizing an expert-level mix of quantitative and qualitative research methods
• Collaborate with cross-functional teams to transform research findings into practical, actionable recommendations that enhance user satisfaction and engagement across products and services
• Drive measurable improvements in user satisfaction, engagement, and business outcomes through research-driven insights
• Update, refine, and stay on top of research methodologies at the forefront of emerging trends and technologies to maintain a competitive edge in user experience research and design
• Rapidly understand new business areas and key challenges, providing expert guidance to researchers even outside your direct domain expertise
• Demonstrate a strong sense of urgency and ownership, proactively setting timelines and driving action in ambiguous or undefined situations
• Balance hands-on research on high-priority initiatives with effective team management, ensuring both personal and team impact
• Embrace continuous learning and thrive in ambiguity, regularly developing research plans for new areas with limited information
• Communicate research insights with clarity and confidence, tailoring storytelling to diverse audiences and seniority levels to drive understanding and buy-in
• Organize and prioritize effectively, recognizing when to strive for excellence and when to focus on what matters most for the business
• Evaluate research requests critically, balancing user and business needs, and confidently adjust scope or say no when appropriate to maximize value

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in experience research, user experience design, or a related field, focusing on leading research initiatives and teams
• Demonstrated expertise in various research methods, including both quantitative and qualitative approaches to gather and analyze data for user experience design
• Advanced proficiency in survey and interview design, ethnography, and accessibility guidelines, ensuring inclusive and accessible user experiences
• Proven ability to design a multi-faceted research program where multiple researchers support the overall focus of the work
• Advanced leadership skills with experience in mentoring, coaching, and developing diverse teams of experience researchers and user experience designers
• Ability to quickly grasp complex business problems and translate them into actionable research plans
• Strong organizational and time management skills, with the ability to manage multiple priorities and projects simultaneously
• Confident communicator and storyteller, able to influence and engage stakeholders at all levels
• Experience working in fast-paced, ambiguous environments, adapting research approaches to fit evolving business challenges
• Experience managing research tools and technology, and supporting designers in conducting their own research through resources and consultancy
• Experience supporting research at scale across regions and multiple product areas, with the ability to learn new platforms and build SME knowledge

Preferred qualifications, capabilities, and skills

• Experience working in an Operations or Customer Service environment
• Experience working in abstract or specialized environments with unique processes and workflows, requiring the ability to quickly learn and adapt to unfamiliar business practices
• Experience working with enterprise software applications that require scaling to multiple persona groups

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.