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 Identity Trust and Security, 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.

In the Identity Pillar of Trust and Security, our work helps protect customers and drives innovation in fraud risk management. Be part of a collaborative team making a real impact. You will play a critical role in developing and delivering innovative identity solutions—including identity verification, identity lifecycle management, and digital identity externalization. You will work cross-functionally with technology, product, and business partners to launch products that make Chase synonymous with trust.

Job 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
• Stay current on digital identity trends, standards, and regulatory requirements, and support efforts to align Chase’s identity products with industry best practices.
• Align product, design, legal, and tech on customer needs and segments to guide decisions
• Scope, design, and execute new research studies by integrating business strategy, data analysis, and analytics to identify knowledge gaps, generate hypotheses, and conduct rapid evaluation studies or design sprints, adapting approaches as needed from in-depth to minimal viable research.
• Translate insights into actionable recommendations that improve the user experience and meet the business need, and command the room through compelling storytelling to peers, stakeholders, and executives from multi-disciplinary backgrounds, inspiring all stakeholders towards “Aha!” moments

Required qualifications, capabilities, and skills

• 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
• Demonstrated experience in collaborating with cross-functional teams, including UX designers, product managers, and developers, to propel customer-centric decision-making and inform product prioritization
• Experience in designing high-quality research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs

Preferred qualifications, capabilities, and skills

• Familiarity with identity lifecycle management, consent management, digital identity, or related technologies.
• Experience navigating complex, highly matrixed organizations and organizational dynamics
• Experience going beyond research reports and utilizing different frameworks, deliverables, and formats to ease comprehension, improve actionability, and increase memorability