Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product design and functionality.

As an Experience Research Senior Associate in the Global Client and Employee Experience (GCEX) organization, 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.

Consumer & Community Banking (CCB) Operations Product organization provides critical cross line of business support across JPMC and serves as one of the largest product portfolios in CCB, delivering value to millions of customers and over 30,000 employees. As a product team member, your problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy, and building the roadmap to solutions that impact millions. Along the way, you’ll develop a deep, end-to-end understanding of the business and find an inclusive culture that welcomes diverse ideas and supports your individual growth and career mobility. 

Job responsibilities

Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insightsAnalyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagementCollaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findingsContribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implicationsStay current with industry trends and incorporate knowledge into team insights

Foster an environment where risk/control issues are escalated, and threats are anticipated, identified, and addressed pro-actively

Leverage insights to create organizational momentum by combining storytelling with strategic rigor: go beyond reporting of data to provide internal functions and lines of businesses with the strategic narratives and actionable insights they need to make business decisions

Required qualifications, capabilities, and skills

3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniquesDemonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysisAdvanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiencesAdvanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs

Strong strategic and analytical skills, with the ability to uncover deeply-rooted insights, test hypotheses, and recommend solutions with clear success criteria

Experience managing consulting-type projects, coordinating cross-functional initiatives, and driving alignment across organizations 

Proven ability to manage  stakeholders and clients, including senior executives, through active listening, adaptability, and professional maturity

Effective storyteller, who excels at distilling complex learnings into clear, compelling, simple narratives to facilitate executive decision-making and drive outcomes

Entrepreneurial and collaborative: takes ownership, acts decisively, and maintains a growth mindset when interacting with peers at all levels

Preferred qualifications, capabilities, and skills

Bachelor's degree in Business Administration, Data Science, Behavioral Science or other related field or equivalent work experience

Strategy consulting experience