CIB - User Experience Research Lead, Vice President (F-517)

CIB - User Experience Research Lead, Vice President (F-517)

17 Nov
JPMorgan Chase Bank, N.A.

17 Nov

JPMorgan Chase Bank, N.A.


JPMorgan Chase & Co. is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management.

J.P. Morgan's Corporate & Investment Bank (CIB) is a leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than a hundred countries.

Digital Experience Design , our global CIB design team of 175+ designers in 7 locations plays a key role in building customer-centric products and services for both clients and employees.

As part of Corporate and Investment Banking, the Digital Experience Design organization's mission is to improve the experience of external clients and internal users across a broad variety of complex, essential, and high-value product and service journeys. Within this organization, the User Research team helps lead research efforts that promote the voice of the user in the design and delivery of digital solutions.

As a lead user researcher, you will work closely with the Wholesale Payment Operations strategy, product, design and development teams to better understand the needs, drivers and success criteria for Wholesale Payments Operations internal and external clients. You will use your knowledge of the firm's strategies to communicate how UX research ties in and informs design work. You will take ambiguous notions and craft them into solid, testable research hypotheses around which research can be designed and executed. You will help your partners understand the strengths and weaknesses of various UX Research methods. Drive the testing and improvement of prototypes and reference designs for websites, apps, and other digital experiences, all with the ecosystem and journey of the end user in mind. Partner with product and tech teams to direct future direction, and plan and execute discovery work.

Additionally, you will closely partner with the Wholesale Payments Research Lead to advise and scale user research's reach and impact across Wholesale Payments & Operations


Build a robust research portfolio in the Wholesale Payments Operations domain

Collaborate and advise on how user research can be scaled within Wholesale Payments & Operations

Understand and provide constructive feedback on viability, goodness and appropriateness of designs

Provide direction and insight to designers in their language to enable the constriction of strong design

Assist in building consensus and driving alignment with leaders and stakeholders

Drive research maturity - setting and tracking research impact

Independently lead, advise or conduct qualitative research, applying methods such as usability testing, interviews, ethnographic observations, participatory design, card sorting or your own creative approaches

Investigate current workflows, and users' needs, goals, pain points

Evaluate existing and to be developed features and design ideas

Share insights with designers, PMs, leadership, and others in the right frequency and media

Evaluate and ensure impact of research results

Advocate for user needs in internal discussions, design critiques, and project meetings

Identify research opportunities and evangelize the value of user-centrism and UX research

Contribute to the definition of a research roadmap, that supports the Digital Platforms mission beyond the operational and tactical level


You want to influence your own development. You're looking for a company where you have the opportunity to pursue your interests across functions and geographies, and where a job title is not considered the final definition of who you are, but the starting point. You will be experienced, under no illusions about the challenge, but resolute to embody the change you want to see as part of a team of design-thinkers who will support one-another.

8+ years of experience in User Research, preferred experience in financial industry

Bachelor's Degree in a relevant field (Psychology, Cognitive Science, Human Factors, Human Computer Interaction HCI, Human Machine Interaction HMI, Anthropology, Sociology, ...), or equivalent practical experience

Experience leading, advising and guiding design decisions

Experience leading and managing user research

Experience working in qualitative user research for digital products

Experience with quantitative research methods; Data analysis, log analytics, VOC programs, surveys, A/B testing, benchmarking, etc

Understanding of strengths and weaknesses of different research methods, and when and how to apply them in the product development process

Mastery of a wide variety of user research techniques and tools

Excellent rapport and networking skills

Excellent communication and presentation skills

Ability to work independently with minimal supervision

Creativity and positive can-do attitude in the face of challenges and limitations

JPMorgan Chase & Co. is an equal opportunity employer and affirmative action employer Disability/Veterans

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans

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