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User Experience Research Lead

Job Description

Chase is the neighborhood bank for thousands of communities across the country. Chase serves approximately one out of every six Americans through more than 5,600 bank branches; 19,000 ATMs; mortgage offices; online and mobile banking; as well as relationships with auto dealerships, schools and universities. is the most visited banking portal in United States, and Chase Mobile users are growing at a rate of nearly 350,000 per month. With such a broad range of consumer businesses, the mission at Chase is quite simple: to be industry leader in customer experience. Chase has more than 160,000 employees across the world to help achieve this goal.
Chase is undertaking an aggressive digital transformation agenda, which builds on the success of the current mobile and online service offerings. Chase is investing in innovative ways to deepen customer engagement and profitability through the use of digital channels. The ambitions is to position Chase as the undisputed leader in digital financial services and payments to enable Chase to deliver the highly personalized, real time experiences that customers increasingly expect.


We are looking for a creative and resourceful Digital User Experience Research Lead with strong design research skills to join our team. We want someone who can think outside (and inside) the box and provide fresh thought leadership, but we are also looking for an individual who will complement the team in ways we haven’t even imagined. If you can explain why you’re that person, we want you!


As a User Experience Research Lead you will be responsible for scoping and crafting research strategy, conducting research, and delivering actionable insights for a variety of user experience research studies. Demonstrated expertise in user studies is a must.  The main focus will be mobile banking, so please have ample experience in this space. We’re looking for someone who’s comfortable engaging both with the design, product, and marketing teams; as well as with executive stakeholders.

The strong candidate will:

·       Demonstrate a higher than usual degree of user empathy, and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders towards “Aha!” moments.

·       Have excellent project management and organizational skills and be able to work collaboratively and productively with diverse teams and as well as independently.

·       Be articulate and diplomatic.




  • Take a question or a problem and be able to translate it into a testable hypothesis—complete with a specific method and tasks that illuminate the heart of the issue.
  • Be able to quickly understand the needs of our internal clients—especially as they relate to who their users are and what questions they really need to have answered.
  • Electrify project teams with concise reports and brilliantly prepared presentations under tight deadlines.
  • Contribute to the product roadmap, drive future concepts and deliver improvements to current efforts within different LOBs. Develop customer journeys, project briefs, participant profiles, recruiting screeners, test proposals, research study documents, and execute on time and on budget.
  • Effectively communicate with a diverse array of stakeholders.



  • Solid understanding of the principles of usability research and other user research techniques (e.g. lab studies, field research, heuristic reviews, benchmarking, card sorts, lo-fidelity prototyping methods, etc.), and know the strengths and weaknesses of each.
  • Independently scope and plan research studies, consulting with relevant stakeholders and team members.
  • Plan, design, administer and report on research studies, and produce associated materials and stimuli such as screener profiles, discussion guides etc, and present outcomes in an easily consumable format.
  • Ability to translate sometimes complex research findings into actionable insights
  • Leverage heuristics, VoC, and other research methods to identify user pain points.
  • Be completely comfortable in ambiguous situations and have the ability to pivot to changing requirements.

Creative spirit of collaboration and innovation in exploring future ideas and solutions through new and different research methodologies.

Req #: 180028585
Location: New York, NY US
Job Category: Digital
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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