Job Description We are looking for a creative and resourceful Lead User Experience Researcher with strong experience research skills to join our Home Lending team. You will run research and bring actionable insights to the customer and internal employee experience. As a lead researcher, you will bring your mixed methods approach (qualitative and quantitative) to scope and craft research strategies, conducting research, and delivering actionable insights through a variety of research study methods in both remote and in-person settings.
A 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.
• Have excellent project management and organizational skills and be able to work collaboratively and productively with diverse teams as well as independently.

Responsibilities include, but not limited to:

• Be able to quickly understand the needs of our stakeholders-especially as they relate to who their users are and what questions they need answered.
• Take a question or a problem and translate it into a testable hypothesis-complete with a specific method and tasks that appropriately respond to research, project, and business objectives.
• Partner with stakeholders to identify future research needs and develop a research roadmap with project briefs estimating scope and level of effort.
• Motivate project teams with concise yet thorough reports and brilliantly prepared presentations under tight deadlines.
• Ensure research results are actionable and contribute directly to meeting project and business goals.
• Support other researchers as needed to ensure quality and consistency of deliverables and best practices.
• Support other team researchers as needed to ensure quality and consistency of deliverables and best practices.
• Contribute to continuing enhancing the user experience research practice by identifying areas of opportunity or improvement.
• Inspire confidence and collaborate closely with a variety of internal and external stakeholders, across functions, and including product leadership and senior business executives.
• This role is an individual contributor who will also coach and mentor junior team members and team members looking to develop their user experience research skills.

Key Skills:

• Solid understanding of the principles of evaluative research and a demonstrable knowledge of multiple research methodologies and approaches (e.g. usability, studies, RITE, formative vs. summative studies, journey maps, ideation workshops, persona creation, heuristic reviews, benchmarking, card sorts, etc.), and know the strengths and weaknesses of each.
• Ability to lead both qualitative and quantitative research studies from beginning to end independently is a must.
• Scope and plan research studies using both qualitative and quantitative methods as appropriate , consulting with relevant stakeholders and team members while maintaining important internal and external relationships.
• Plan, design, administer, and report on research studies, and produce associated materials (e.g. screeners, discussion guides, toplines, etc.).
• Conduct rigorous inductive and deductive analysis and understand how to synthesize insights to an appropriate level.
• Translate insights from complex concepts into meaningful and actionable insights including the design of visual frameworks and diagrams to support data.
• Command a room and present findings to team members and stakeholders from multi-disciplinary backgrounds and varying organizational levels.
• Be completely comfortable in ambiguous situations and have the ability to pivot to changing requirements.
• Have a creative spirit of collaboration and innovation in exploring future ideas and solutions through new and different research methodologies.
• Takes a holistic, systems approach and understands the impact of an upfront decision on the rest of the experience
• A plus - has knowledge and some practice with service design

Experience/Education Requirements:

• 5-7 years of practical user research experience.
• Related experience in another field such as interactive design, and/or market research is a plus.
• Bachelor's degree in human computer interaction, cognitive psychology, anthropology, design research, or related field considered an advantage. Equivalent experience accepted.
• Design thinking experience - including planning and group facilitation.
• In-depth knowledge of survey design, coding using R, SQL, STATA, SPSS or equivalent and analysis including regressions and T-tests are a must.
• Foundational understanding of and experience with ethnographic, contextual inquiry, generative/exploratory research techniques would be strongly favored.
• Project management and negotiating skills are central to the position.
• 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-both orally and in writing-are an absolute must.
• In-depth knowledge of Microsoft necessary, especially Excel.
• Knowledge of survey tools like dScout or Optimal Workshop, and prototyping tools such as Figma are a plus.

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.