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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 the One Chase Experience Platform , 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.

The One Chase Experience Platform team works to support and enable front line employees to acquire new customers and deepen our relationships with existing ones. By innovating, optimizing, and improving our Customer Relationship Management (CRM) systems, we help our customers and clients reach their financial dreams across multiple lines of business. This presents an amazing opportunity to deliver holistic and integrated service experiences which few other financial institutions can provide.

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

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. For those in eligible roles, discretionary incentive compensation which may be 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