Experience Research Vice President

Job Description
Define experience strategy, navigate complex ambiguous spaces, and transform Discovery research into clear, actionable direction and bring thought leadership and expertise to Experience Design.
As an Experience Research Vice President in Employee Experiences, you'll play a pivotal role in shaping the UX and Service Design strategy across our products and services. Leverage your deep expertise in Discovery research methodologies, Service Design thinking, and strategic insights to define experience strategy rooted into the critical wants, needs, and abilities of our users. Your work will provide the foundation used to inform best-in-class omni-channel end-to-end experiences for employees across the firm. Apply your advanced knowledge of qualitative and quantitative methods to critically analyze the effectiveness of our existing and future experiences as you collaborate with cross-functional teams and partner with senior leadership to shape product strategy and organizational vision.
Job Responsibilities
• Design and execute comprehensive discovery research studies to identify user needs, behavioral patterns, and opportunity spaces that foster product innovation and strategic differentiation in ambiguous problem spaces • Lead service design/multi-touchpoing initiatives to shape end-to-end experiences across complex omni-channel ecosystems-creating journey maps, service blueprints, and storyboards to identify pain points, opportunities for improvement, and champion innovation in products and features • Apply advanced mixed-methods expertise (ethnography, contextual inquiry, in-depth interviews, diary studies, surveys) to translate insights into actionable strategic recommendations that shape product direction and enhance user experience • Partner with senior leadership and product development teams to integrate user-centric decision-making into product prioritization, roadmap development, and strategic vision-translating research into compelling narratives that drive executive action • Develop comprehensive service strategies that align business objectives with user needs across multiple products and platforms, incorporating inclusive design principles for seamless, personalized, and accessible experiences • Facilitate collaborative research synthesis with cross-functional teams to scope qualitative research, data analysis, and usability testing that informs future-state blueprinting, service vision, and concept development • Communicate methodologies, insights, and strategic recommendations effectively to executive leadership and stakeholders at all levels of the organization, championing research best practices and user-centered decision-making
Required Qualifications, Capabilities, and Skills
• 5+ years of experience or equivalent expertise in generative and evaluative user experience research, with a strong focus on discovery research, strategic research, and mixed-methods approaches • Proven ability to conduct research methods, including ethnography, contextual inquiry, in-depth interviews, diary studies, and advanced qualitative data analysis, to identify actionable insights for user experience design and product strategy • Knowledge of service design methodologies and advanced qualitative methods, with evidence of research findings and strategic recommendations that improved product or feature design and shaped product direction • Demonstrated experience collaborating with cross-functional teams, including senior leadership, product managers, designers, and developers, to inform product prioritization, and shape vision • Experience designing high-quality studies with an iterative mindset and ability to navigate complex problem spaces, bringing structure and clarity to undefined challenges and adapting study parameters to accommodate changing product needs • Has produced artifacts/frameworks, including journey maps, service blueprints, and storyboards, to drive decision-making by stakeholders
Preferred Qualifications, Capabilities, and Skills
• Experience applying research in domains with complex global policy and/or regulatory and business constraints • Experience leading teams through ambiguous problem spaces and synthesizing diverse data sources into coherent strategic imperatives • Strong portfolio showcasing case studies with tight narratives that demonstrate an ability to address business challenges through discovery research, strategic insight, and service design • Experience working within complex omni-channel ecosystems that are supported by multiple platforms • Strong information communication and visualization capabilities to effectively convey multi-touchpoint systems, opportunities, and future-state vision to executive stakeholders
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
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Human Resources plays a critical role in driving the employee experience, shaping the firm's culture and building a diverse and inclusive workforce. We are a strategic partner to the business - working with leaders across the firm to hire, develop and retain the best people and help meet business goals. Together, we foster a work environment in which our people are supported, feel like they belong and are able to make an impact through their work. We develop and deliver a suite of products and services that help make JPMorgan Chase an employer of choice and drive our business forward.