We know that people want great value combined with an excellent experience from a bank they can trust, so we launched our digital bank, Chase UK, to revolutionise mobile banking with seamless journeys that our customers love. We're already trusted by millions in the US and we're quickly catching up in the UK – but how we do things here is a little different. We're building the bank of the future from scratch, channelling our start-up mentality every step of the way – meaning you'll have the opportunity to make a real impact.

As a Lead User Experience Researcher (Vice President) in the Design and Customer Experience team, you will play a pivotal role in launching innovative products and shaping the digital banking experience for Chase in the UK. You will collaborate closely with Product leadership, using your expertise in UX research to inform design direction and content development. Your work will directly impact strategic decisions and help us build a customer-centric digital bank. You’ll foster a culture of continuous learning and knowledge sharing within the team.

Job Responsibilities:

• Design and execute end-to-end research studies to identify customer needs, preferences, and behaviors
• Apply a broad range of research methods, including diary studies, co-creation workshops, discovery interviews, and usability research
• Analyze and interpret data using qualitative and quantitative methods, translating insights into actionable recommendations
• Facilitate moderated and unmoderated qualitative studies with users to refine products and features
• Participate in and contribute to the Research community, fostering continuous learning and knowledge sharing
• Monitor industry trends and advancements in user experience research methodologies
• Incorporate innovative techniques to maintain a competitive edge in the market

Required Qualifications, Capabilities, and Skills:

• Expertise in generative and evaluative user experience research, with a strong focus on qualitative and some quantitative methods
• Ability to conduct various research techniques, such as ethnography, surveys, interviews, and advanced data analysis
• Knowledge of advanced qualitative methods, with evidence of implementing findings that improved product or feature design
• Experience collaborating with cross-functional teams to inform customer-centric decision-making and product prioritization
• Ability to design high-quality research studies with an iterative mindset and adapt study parameters as needed
• Strong stakeholder management skills
• Strong presentation and communication skills

Preferred Qualifications, Capabilities, and Skills:

• Research experience in finance and banking

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