Customer Experience Research Jobs (NOW HIRING)

As a Vice President of Experience Research in Connected Commerce, Chase Travel, you will play a pivotal role in shaping how customers' experience exploring and booking travel across our products and services. Leveraging your deep expertise in research methods and user experience design, develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users. Apply your advanced knowledge of quantitative and qualitative methods to critically analyze the effectiveness of our existing and future designs as you collaborate with cross-disciplinary teams.

Job Responsibilities

• Design and implement thorough research studies to uncover customer needs, preferences, and behaviors, driving product enhancements and innovation.
• Utilize advanced quantitative and qualitative methods to analyze and interpret data, transforming insights into actionable recommendations for improving user experience.
• Conduct surveys and interviews with users to collect information on their needs and desires, and develop user testing scenarios to refine products or features based on the findings.
• Promote a culture of continuous learning and knowledge sharing within the user experience design team.

• Stay informed about industry trends and advancements in user experience research methodologies, integrating innovative techniques to maintain a competitive advantage in the market.

• Define mixed method research roadmaps aligned with product strategy and business objectives, collaborating with designers, product management, and data scientists.

• Scope and prioritize research initiatives based on impact and feasibility

• Lead complex, ambiguous research projects from conception through socialization of findings

• Design mixed-methods studies combining qualitative depth with quantitative scale

• Translate research findings into actionable recommendations and design principles

Required Qualifications, Capabilities, and Skills

• Over 5 years of experience or equivalent expertise in generative and evaluative user experience research, with a strong emphasis on both quantitative and qualitative research methods.
• Proven ability to employ diverse research techniques, such as ethnography, surveys, interviews, and advanced data analysis, to derive actionable insights for user experience design.
• Demonstrated knowledge of advanced qualitative methods, with a track record of implementing findings that enhance product or feature design.
• Experience in collaborating with cross-functional teams, including UX designers, product managers, and developers, to drive customer-centric decision-making and inform product prioritization.
• Skilled in designing high-quality research studies with an iterative approach, capable of adapting study parameters to meet evolving product design needs.
• Proficient in connecting research insights across other business functions to maximize the impact of research efforts.
• Strong ability to create compelling narratives, frameworks, and artifacts that drive alignment, prioritization, and executive decisionmaking across multiple surfaces and journeys for senior leaders.
• Demonstrated use of and thought leadership in utilizing AI to deepen research impact and efficiency.

Preferred Qualifications, Capabilities, and Skills

• Previous experience or knowledge of the travel industry and online travel agencies (OTAs).

• Research experience in web and mobile digital channels and eCommerce.

• Ability to navigate ambiguity, set clear expectations, and align with stakeholders to maximize the impact and clarity of research efforts.
• Demonstrated experience collaborating in highly matrixed environments, balancing multiple portfolios, priorities, and timelines.

• Mentoring of Jr. Designers and guidance / consulting for Product Designers conducting research.

• Experience operating in fast paced, large, regulated, or complex enterprise environments, with sensitivity to privacy, risk, and compliance considerations in research.

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, 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.

Equal Opportunity Employer/Disability/Veterans