Experience Research Vice President-Personalization & Insights

About the role

Join us to pioneer user experience insights, shaping products that resonate with end users. As an Experience Research Vice President in Personalization & Insights, you will play a pivotal role in shaping the user experience across our products and services. Your focus will be on understanding how internal users at the firm can better leverage our existing data to personalize customer experience. You will foster a culture of continuous learning as you mentor and coach junior researchers and designers, bringing your thought leadership and expertise to the team.

Leveraging your deep expertise in mixed methods research and user experience design, develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our users. Your work will provide the foundation used to inform effective product and service designs across the firm.

Responsibilities

• Design and execute comprehensive research studies to identify internal user needs, preferences, and behaviors to foster product improvements and innovation
• Analyze and interpret data using advanced quantitative and qualitative methods and translate insights into actionable recommendations for enhancing user experience
• Facilitate benchmarking surveys and interviews with users to gather information on user needs and desires and create user testing scenarios to further refine the product or feature based on findings
• Mentor and guide junior researchers and designers and foster a culture of continuous learning and knowledge sharing within the user experience design team
• Monitor industry trends, such as AI, and advancements in user experience research methodologies and incorporate innovative techniques to maintain a competitive edge in the market
• Collaborate with cross-disciplinary teams, including UX designers, product managers, and developers, to propel user-centric decision-making and inform product prioritization

Requirements

• 5+ years of experience or equivalent expertise in generative and evaluative user experience research, with a strong focus on both quantitative and qualitative research methods
• Proven ability to conduct various research techniques, such as ethnography, surveys, interviews, and advanced data analysis, to derive actionable insights for user experience design
• Demonstrated 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

• Experience designing internal enterprise portals / platforms (admin, operations, servicing, analyst, or agent-facing tools) with complex workflows
• Demonstrated success in coaching and aligning cross-functional partners who are newer to working with user experience teams — helping teams frame the right research questions, setting realistic expectations around timelines and outcomes, and clarifying how and when to engage UX
• Proficiency in using quantitative analysis tools, such as R, Python, etc.
• Aptitude for quickly learning complex technical spaces, especially how data informs models that personalize experiences

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

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.

The Consumer & Community Banking division serves our Chase customers through a range of financial services, including 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 and convenience, and privacy.