Customer Experience Research Jobs (NOW HIRING)

AI is rapidly transforming customer experience. With Agentic solutions, we have the opportunity to help our customers realize their full financial potential in ways that we are just beginning to imagine. The Digital Channels team is at the forefront of this transformation, building new experiences through a platform approach that supports our Lines of Business.
As a Mixed-Methods Research Senior Associate in Digital Channels, you will leverage various research methods, analysis, and techniques to identify user needs and translate them into actionable insights and recommendations, in the context of AI-driven/agentic customer experience transformation.

Job Responsibilities:

• Lead strategic UX research by identifying opportunities and gaps across product areas and foster product improvements and innovation OR
• Plan and manage resources for research projects; align with product timelines and long-term planning OR
• Advocate for user needs while considering business goals, success metrics, and downstream implications OR
• Collaborate with cross-functional teams to gather information on user needs and desires and create user testing scenarios to further refine the products/features OR
• Maintain a forward-looking research agenda focused on how users interact with emerging technologies and how to evaluate innovative concepts OR
• Synthesize research findings into compelling artifacts to translate insights into actionable recommendations and drive product strategy OR
• Suggest improvements to research processes, document and collaborate with leadership to implement improvements, and boost efficiency in research operations OR
• Mentor and guide junior researchers and designers; foster a culture of continuous learning and knowledge sharing within the user experience design team

Required Qualifications, Capabilities, and Skills:

• 3+ years or equivalent expertise of work experience in the UX research field OR
• Samples of work demonstrating impactful studies (an online research portfolio or work sample links in resume), especially on strategic UX research projects OR
• Demonstrated knowledge of a range of quantitative and qualitative methods, with evidence of implementing findings that improved product or feature design OR
• Experience in designing and executing high-quality, complex research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs OR
• Demonstrated experience in collaborating with cross-functional teams to propel user-centric decision-making and inform product prioritization OR
• Ability to communicate and report research findings through artifacts and presentations OR
• Deep understanding of the Design Thinking methodology OR
• Familiarity with UX research tools (UserTesting, Dscout, etc.) OR
• General understanding of behavioral analytics OR
• Familiarity with survey design best practices

Preferred Qualifications, Capabilities, and Skills:

• Experience researching/testing user-facing AI/ML applications and workflows

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