JPMorgan Service Experience Researcher Vice President 

United States, New York, New York 

221095088

As a Vice President of Experience Research in the One Chase Experience Platform

Job responsibilities

• Design and execute comprehensive research studies to identify customer needs, preferences, and behaviors to foster product improvements and innovation
• Analyze and interpret data using advanced quantitative and qualitative methods and translate insights into actionable recommendations for enhancing user experience
• Facilitate surveys and interviews with users to gather information on user needs and desires and create user testing scenarios to further refine the product or feature based on findings
• Mentor and guide junior researchers and designers and foster a culture of continuous learning and knowledge sharing within the user experience design team
• Monitor industry trends and advancements in user experience research methodologies and incorporate innovative techniques to maintain a competitive edge in the market
• Evaluate service experience prototypes in omnichannel environments and ecosystems
• Lead generative service experience research efforts to explore possible features, concepts, and innovations
• Collaborate and coordinate key research activities with the appropriate business teams, DCE teams, data, legal, regulatory, and compliance partners on behalf of One Chase Experience Platform
• Manage and maintain a portfolio of research efforts and insights repository across the One Chase Experience Platform team and represent the One Chase Experience Platform team to the Research Community of Practice and coordinate with the Research Operations team
• Lead the development and deployment of service design research and innovation capabilities to educate, equip and outfit key partners in Data, Design, Product and Tech scale impact

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in generative and evaluative user experience research, with a strong focus on both quantitative and qualitative research methods
• Proven ability to conduct various 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 evidence of implementing findings that improved product or feature design
• Demonstrated experience in collaborating with cross-functional teams, including UX designers, product managers, and developers, to propel customer-centric decision-making and inform product prioritization
• Experience in designing high-quality research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs
• Demonstrated storytelling ability and comfortable communicating research insights and findings to a diverse set of audiences, including senior leadership across the Firm
• Ability to design, lead and synthesize service design research efforts in an omnichannel ecosystem
• Experience in Salesforce technologies and the capabilities they drive to enable a customer and employee experiences
• Lead Service Design research and innovation efforts at scale

Preferred qualifications, capabilities, and skills

• Masters degree in Service Design, Anthropology, Social Sciences, or relevant field of study
• Design Experience with Salesforce Lightning Design System
• Experience leading and evaluating innovation proof of concepts, pilots, and prototypes