Experience Research Senior Associate

JPMorgan Chase & Co.•New York, NY

About The Position

As an Experience Research Senior Associate in the Design and Customer Experience organization, Connected Banking, you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations. You will act as a core contributor to aid in developing research studies that answer user needs. Your work will directly impact the design, architecture, and functionality of our offerings, collaborating with cross-functional teams to contribute to discussions on design and research, and leading the decision on which methods best suit key design questions.

Requirements

3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques
Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis
Advanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiences
Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs
Ability to synthesize qualitative and quantitative data into actionable insights that inform strategy, prioritization, and product roadmaps
Strong facilitation skills with experience planning and leading complex, design‑led workshops using a range of methods (e.g., co‑creation, prioritization, journey mapping)
Ability to solve ambiguous and complex problems using an iterative design approach involving multiple stakeholders

Nice To Haves

Experience working on monetization, subscriptions new revenue streams or zero-to-on products
Experience applying customer experience metrics (e.g., CSAT, UMUX‑Lite, SUS) and product analytics to prioritize, measure, and drive user experience improvements
Experience creating effective data visualizations (e.g., dashboards, statistical graphics) and communicate findings clearly to technical and non‑technical audiences

Responsibilities

Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights
Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement
Collaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findings
Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications
Stay current with industry trends and incorporate knowledge into team insights
Collaborate with cross-functional teams to clearly communicate research findings by identifying trends, patterns, and anomalies in quantitative data.
Design and deploy field surveys using best practices in questionnaire design and sampling, leveraging tools such as Qualtrics to generate reliable, high‑quality insights
Advocate for the users’ perspective by synthesizing business thinking into user-centered design opportunities to plan roadmaps, gather requirements and structure the work