Experience (Quant) Research, Senior Associate

Job Description
Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product design and functionality.
As an Experience Research Senior Associate in Design and Customer Experience for Chase Consumer and Community Bank, you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations. You will act as a core contributor to aid in developing research studies that answer user needs. Your work will directly impact the design, architecture, and functionality of our offerings, collaborating with cross-functional teams to contribute to discussions on design and research, and leading the decision on which methods best suit key design questions.
Job responsibilities

• Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights
• Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement
• Collaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findings
• Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications
• Stay current with industry trends and incorporate knowledge into team insights
• Work with design, content, and other research team members to support our Debit offerings by identifying areas where user experience research can best provide insight and impact and develop research roadmaps
• Structure and plan moderately complex research initiatives, including evaluative, generative and formative research
• Design, administer, and report on these research studies, and produce associated materials (e.g., research agendas, discussion guides, generative exercises etc.)
• Capture findings, insights, and recommendations in compelling reports; translate complex concepts into meaningful and actionable recommendations, including the design of visual frameworks and diagrams to support data
• Support cross-functional Design Thinking exercises using research findings as a starting point; work with Product Management and Product Design in contributing to product requirements, including specifying desired outcomes
• Present findings to team members and stakeholders from multi-disciplinary backgrounds and varying organizational levels

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques
• Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis
• Advanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiences
• Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs
• Bachelor's Degree in relevant research or design discipline (e.g., Interaction Design, HCI, Anthropology, Cognitive Science), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Thorough understanding of statistical analysis in an industry setting
• Strong evaluative, generative, formative User Research skills; continued development in adjacent skills such as UX Writing, Information Architecture, and Interaction Design
• Experience planning and conducting a variety of methodologies and approaches, knowing the strengths and weaknesses of each; significant experience with UX Research tools for IDIs, diary studies, surveys, remote research, and usability testing
• Ability to lead a moderately complex research study from beginning to end independently
• Prior work involves collaboration within design teams (with UX Researchers, Product Designers and Content Designers) and cross-functionally (Product Management, Data Analytics, Engineering)
• Comfortable in presenting findings and insights to team members and stakeholders from multi-disciplinary backgrounds with strong communication skills (both written and oral)

Preferred qualifications, capabilities, and skills

• Intermediate project planning and management skills
• Advocate for Accessibility Guidelines and Inclusive Design practices

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 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 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
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.