Experience Research, Senior Associate

About the role

Bring your industry trends and knowledge to shape exceptional user experiences through cutting-edge research, influencing product design and functionality. As an Experience Research Senior Associate in Card Customer Experience, you will play a pivotal role in shaping user experiences across our products and services. You will identify customer needs and translate them into actionable insights and recommendations, directly impacting the design, architecture, and functionality of our offerings.

This role supports the Card CX team by informing design and product decisions across the branded and co-branded credit card portfolios. Using a mix of generative and evaluative methods, you will study the end-to-end cardmember experience while focusing on high-impact servicing utilities and moments of customer need. Your work will help teams identify customer pain points, prioritize improvements, and deliver experiences that improve customer satisfaction, deepen engagement, and support business outcomes.

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.
• Unblock teams through accelerated research sprints, designer-led research, and desk research. Use advanced AI tools, including GitHub Copilot and Claude Code, to accelerate research and design workflows.
• Collaborate with cross-functional teams to ensure the integration of user insights into design strategy and 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, considering downstream implications.
• Stay current with industry trends and incorporate knowledge into team insights.

Requirements

• 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 apply current research practices to better inform experience designs.

Preferred Qualifications

• Experience shipping new products or features.
• Experience in the direct-to-consumer space.
• Experience working at a sprint pace or conducting research rapidly.
• Experience with advanced AI tools like Claude Code or GitHub Copilot.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits, and cities grow, delivering solutions to solve all their financial needs.

Our Consumer & Community Banking division serves Chase customers through personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions—all while ranking first in customer satisfaction.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share, and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data-sharing principles of security, customer control, convenience, and privacy.

Benefits

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include:

• Comprehensive health care coverage
• On-site health and wellness centers
• A retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching