Join us to pioneer user experience insights, shaping products that resonate with customers and end users. Foster a culture of continuous learning as you mentor and coach junior researchers and designers and bring your thought leadership and expertise to the team.
As a Vice President of Experience Research in Trust and Security, you will play a pivotal role in shaping the user experience 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. Your work will provide the foundation used to inform effective product and service designs across the firm. 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.
In the Identity Pillar of Trust and Security, our work helps protect customers and drives innovation in fraud risk management. You will be part of a collaborative team making a real impact. You will play a critical role in developing and delivering innovative identity solutions including identity verification, identity lifecycle management, and digital identity externalization. You will work cross-functionally with technology, product, and business partners to launch products that make Chase synonymous with trust.
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 Stay current on digital identity trends, standards, and regulatory requirements. Support efforts to align Chase’s identity products with industry best practices. Align product, design, legal, and tech on customer needs and segments to guide decisions Scope, design, and execute new research studies independently by integrating business strategy, data analysis, and analytics to identify knowledge gaps, generate hypotheses, and conduct rapid evaluation studies or design sprints, adapting approaches as needed from in-depth to minimal viable research. Translate insights into actionable recommendations that improve the user experience and meet the business need, and command the room through compelling storytelling to peers, stakeholders, and executives from multi-disciplinary backgrounds, inspiring all stakeholders towards “Aha!” moments
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 surveys, interviews, diary studies, usability test, MaxDiff analysis, card sorts, and advanced data analysis, to derive actionable insights for user experience 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 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 Experience with AI capabilities with attention to data quality, safety, and measurement
Preferred qualifications, capabilities, and skills
Familiarity with identity lifecycle management, consent management, digital identity, or related technologies. Experience navigating complex, highly matrixed organizations and organizational dynamics Lead workshops with business partners and cross functional teams Experience going beyond research reports and utilizing different frameworks, deliverables, and formats to ease comprehension, improve actionability, and increase memorability