Job Description

Job Description

Join Chase’s Design and Customer Experience team to shape the future of banking through impactful user experience research. Collaborate with creative teams to deliver insights that drive meaningful improvements for millions of customers.

As an Experience Research Senior Associate in Design and Customer Experience, you will scope and craft research strategy, conduct research, and deliver actionable insights on complex initiatives related to our Firmwide Core Deposit Platform Product. You will work as part of multi-disciplinary teams—including Product Designers and Content Designers—committed to designing the future of banking. Your research will inform prioritization, planning, and design decisions, ensuring customer needs are at the center of our product development.

Job Responsibilities

• Collaborate with design, content, and research team members to identify areas where user experience research can provide insight and impact; develop research roadmaps for core deposit platform offerings.
• Work cross-functionally with Product Managers, Data Analysts, and Engineers to inform prioritization, planning, and decisions.
• Lead the development and execution of research studies to gather insights on customer needs and preferences.
• Design, administer, and report on research studies, producing materials such as research agendas, discussion guides, and generative exercises.
• Analyze and interpret qualitative and quantitative data, providing actionable and easy-to-understand recommendations for user experience design.
• Capture findings and recommendations in compelling reports, translating complex concepts into meaningful insights and visual frameworks.
• Support cross-functional Design Thinking exercises and contribute to product requirements, specifying desired outcomes.
• Present findings to team members and stakeholders from multi-disciplinary backgrounds and varying organizational levels.
• Incorporate business understanding into research framing, findings, and recommendations.
• Support UX leads in improving research methodologies and developing knowledge in additional UX disciplines.

Required Qualifications, Capabilities, and Skills

• Bachelor’s Degree in a relevant research or design discipline (e.g., Interaction Design, HCI, Anthropology, Cognitive Science), certification from a credible bootcamp, or equivalent work experience.
• 4+ years of experience or equivalent expertise in generative and evaluative user experience research, using methods such as surveys, interviews, diary studies, remote research, and usability testing.
• Proven ability to analyze and interpret qualitative and quantitative data to derive actionable insights and recommendations.
• Experience designing and implementing effective surveys and interviews with clear, unbiased, and relevant questions.
• Experience responding to changing research requirements.
• Prior experience collaborating within design teams and with cross-functional partners (Product Management, Data Analytics, Engineering).
• Strong communication skills and comfort presenting findings to multi-disciplinary teams and stakeholders.

Preferred Qualifications, Capabilities, and Skills

• Project planning and management skills.
• Understanding of Accessibility Guidelines and Inclusive Design practices.

About Us

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

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.

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