Join us to pioneer user experience insights, shaping products that resonate with customers and end users. Foster a culture of continuous learning as you mentor and coach junior researchers and designers and bring your thought leadership and expertise to the team.

As a Vice President of Experience Research in the Design and Customer Experience organization, Connected Banking team, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep expertise in research methods and user experience design, develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users. Your work will provide the foundation used to inform effective product and service designs across the firm. Apply your advanced knowledge of quantitative and qualitative methods to critically analyze the effectiveness of our existing and future designs as you collaborate with cross-disciplinary teams.

Job responsibilities

• Design and execute comprehensive research studies to identify customer 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 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 and advancements in user experience research methodologies and incorporate innovative techniques to maintain a competitive edge in the market
• Scope and execute research for strategic design deliverables such as strategy decks, customer journeys, visions of future experiences and evangelize these cross-product “blueprints” across teams
• Collaborate with cross-functional teams in design workshops using human-centered and design thinking methodologies
• Lead research to define strategy with product managers, collaborate with designers to ideate and propose concepts, and provide recommendation for implementation
• Advance Chase’s practice in craft capabilities, internally through mentorship and training, externally through writing and conference presentations

Required qualifications, capabilities, and skills

• 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 knowledge of advanced qualitative methods, with evidence of implementing findings that improved product or feature design
• 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
• Demonstrated proficiency in conducting research to define strategy with product managers, collaborating with designers to ideate and propose concepts, and providing recommendations for implementation
• Advanced knowledge of synthesizing business thinking into user-centered design opportunities
• Experience leading quarterly review and planning sessions with designers, engineers, and product managers to ensure business priorities are aligned to customer insights
• Collaborate with very senior stakeholders and provide top-executive-quality deliverables and inputs when needed
• Adept at presenting research findings to team members and stakeholders from multi-disciplinary backgrounds and varying organizational levels

Preferred qualifications, capabilities, and skills

• Strong facilitation skills and experience employing a variety of methods and techniques to run complex design-led workshops
• Strengths in developing strategic frameworks, diagramming, and storytelling
• Strengths in solving ambiguous and complex problems using an iterative design approach involving multiple stakeholders
• Experience in service design, interaction design, and/or design strategy
• Experience with UX Research tools for diary studies, remote research, and usability testing