Vice President Experience Research, Machine Learning

JPMorgan Chase

96d

About The Position

Join Consumer & Community Banking Customer Service Operations Design team, where you will explore and advance implementation of responsible AI principles and user experience insights to shape impactful solutions for our businesses to overall improve the customer service experience for our customers and employees. As a Vice President of Experience Research in Machine Learning in Consumer & Community Banking Operations, 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, you will develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users. Your work will inform effective product and service designs across the firm, applying advanced quantitative and qualitative methods to critically analyze the effectiveness of our designs as you collaborate with cross-disciplinary teams. Lead, design and execute research studies within a quad model, to discover ways of using AI/ML to optimize servicing operations. Partner with Data Analytics to understand feature adoption, design studies to uncover adoption barriers, and remedies. Design, and lead co-design workshops, championing the voice of the user and design iteration. Define and execute usability assessments, and manage dissemination of results and integration of findings in product road map. Foster collaboration between research, design and product team, including participating and presenting in product walls, mentoring, and cross-team initiatives. Mentor and guide junior researchers and designers, fostering a culture of continuous learning and knowledge sharing. Monitor industry trends and advancements in user experience research methodologies, incorporating innovative techniques to maintain a competitive edge.

Requirements

• 5+ years of experience in generative and evaluative user experience research.
• Experience in mixed methods approaches.
• Proven ability to conduct various research techniques such as ethnography, surveys, and interviews.
• Demonstrated knowledge of advanced qualitative methods and implementing findings to improve design.
• Experience collaborating with cross-functional teams including UX designers and product managers.

Nice To Haves

• Previous experience or knowledge in Servicing Operations.
• Experience in regulated industry, banking preferred.
• Ability to craft and pivot discovery approach and delivery of outcomes given shifting circumstances.
• Ability to multi-task across different projects.
• Demonstrated strong presentation and storytelling skills.

Responsibilities

• Explore and advance implementation of responsible AI principles and user experience insights.
• Shape impactful solutions for customer service experience.
• Develop and execute research strategies to uncover insights into customer needs.
• Inform product and service designs using quantitative and qualitative methods.
• Lead, design, and execute research studies to optimize servicing operations using AI/ML.
• Partner with Data Analytics to understand feature adoption and design studies to uncover barriers.
• Design and lead co-design workshops to champion user voice.
• Define and execute usability assessments and manage dissemination of results.
• Foster collaboration between research, design, and product teams.
• Mentor and guide junior researchers and designers.
• Monitor industry trends and advancements in user experience research methodologies.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities