Job Description
About Chase:
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America's households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,200 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to Chase.com.
Chase is undertaking an aggressive digital transformation agenda, which builds on the success of the current mobile and online service offerings. Chase is investing in innovative ways to deepen customer engagement and profitability through the use of digital channels. The ambitions is to position Chase as the undisputed leader in digital financial services and payments to enable Chase to deliver the highly personalized, real time experiences that customers increasingly expect.
The Role:
We are looking for a creative and resourceful Digital User Experience Researcher with strong design research skills. Naturally, we want someone who can think outside (and inside) the box and provide fresh thought leadership, but we are also looking for an individual who will complement the team in ways we haven't even imagined. If you can explain why you're that person, we want you!
As a Lead User Experience Researcher you will be responsible for scoping and crafting research strategy, conducting research, and delivering actionable insights for a variety of digital projects.
The minimal requirement is that you can demonstrate experience and expertise planning, leading, and executing user research programs.
The strong candidate will:
• Demonstrate a higher than usual degree of user empathy, and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders towards "Aha!" moments.
• Be able to take sometimes, fuzzy-headed notions and craft those into solid, testable research hypotheses around which you will design and deliver the appropriate research.
• Command a keen sense of design and understand when less is more and when it's not.
• Have excellent project management and organizational skills and be able to work collaboratively and productively with diverse teams and as well as independently.
Simply put, we are looking for someone with extensive research experience, a towering intellect, uncompromising talent, and supreme organizational ability. And of course, you have to be fun to work with and get along well with mostly really cool people.
In a nutshell, we want to out-distance the competition and vastly improve any customer tool, application, or web/mobile property we touch.
Key responsibilities include:
• Take a question or a problem and be able to translate it into a testable hypothesis-complete with a specific method and tasks that illuminate the heart of the issue.
• Be able to quickly understand the needs of our internal clients-especially as they relate to who their users are and what questions they really need to have answered.
• Develop research strategies and proposals and execute on time and on budget.
• Provide design recommendations with firm conviction and a gentle touch, while carefully reading people so you'll always know the right balance of each.
• Electrify project teams with concise reports and brilliantly prepared presentations under tight deadlines while juggling six balls (and a chain saw) with the other hand.
• "Synergize" with our exceptional interaction and visual designers to further improve information architecture, site navigation, labels, and other design elements.
• Perform other miracles and mythic feats as assigned, then figure out what else needs to be done.
Key Skills:
• Extensive knowledge of user experience research tools and techniques (e.g. field research, heuristic reviews, usability testing, benchmarking, card sorts, lo-fidelity prototyping methods, etc.), and know the strengths and weaknesses of each.
• Independently scope and plan a research program (can include multiple projects with multiple related studies), consulting with relevant stakeholders and team members.
• Conduct competitive and comparative research and analysis to complement user research.
• Leverage heuristics, VoC, statistical analyses, and other insightful methods to triangulate user pain points.
• Ability to connect research findings from multiple projects/sources and provide insights on a higher order.
• Confidently apply a range of frameworks to synthesize and solve research problems.
• Experience planning and facilitating workshops (hypothesis, concepting, design-thinking, insights) with stakeholders to facilitate the design process.
• Ability to mentor and lead other researchers.
Qualifications:
• 5+ years of user experience with multifaceted responsibilities. We prefer a mix of web and mobile experience.
• Related experience in another field such as interactive design, information architecture, and/or market research is a plus.
• Strong understanding of user interface design practices and principles a must-better still if you can demonstrate experience relating to research.
• Strong project management and negotiating skills are central to the position.
• Strong communication, critical thinking, and creative problem-solving skills required. Your ability to demonstrate success in these areas should quickly become obvious.
• Ability to communicate research results, graphically depict data, and justify methods and approaches-orally and in writing-considered a good thing (wild gesturing optional).
• Strong moderation skills and methods for group facilitation and consensus building.
• Ability to work independently, in a team, and with or without direction is imperative.
• Knowledge of UserTesting, UserZoom, Optimal Workshop, SurveyMonkey, Excel, R, SPSS, Figma or other similar tools are additionally advantageous
About Us
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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For 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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.