Job Description

Join us to shape the future of user experience through expert research and team leadership, driving customer satisfaction and engagement. Champion innovation and mentor a team that strives for excellence in user experience research and design.

As an Experience Research Executive Director in Digital Customer Experience - Card, you will lead a team of skilled professionals to design, execute, and detail findings from experience research studies. Your expertise in experience research principles will enable you to develop and implement innovative studies that enhance user experience and align with our organizational strategy. By fostering a collaborative and inclusive environment, you will empower your team to conduct research with impact.

Job responsibilities

• Develop and execute in-depth research strategies to gather insights on customer needs and preferences as you utilize an expert-level mix of quantitative and qualitative research methods
• Lead and mentor a diverse team of experience researchers and create a collaborative and inclusive environment that fosters innovation and excellence in user experience design
• Collaborate with cross-functional teams to transform research findings into practical, actionable recommendations that enhance customer satisfaction and engagement across products and services
• Update, refine, and stay on top of research methodologies at the forefront of emerging trends and technologies to maintain a competitive edge in user experience research and design

Required qualifications, capabilities, and skills

• 7+ years of experience or equivalent expertise in experience research, user experience design, or a related field, focusing on leading research initiatives and teams
• Demonstrated expertise in various research methods, including both quantitative and qualitative approaches to gather and analyze data for user experience design
• Advanced proficiency in survey and interview design, ethnography, and accessibility guidelines, ensuring inclusive and accessible user experiences
• Proven ability to design a multi-faceted research program where multiple researchers support the overall focus of the work
• Advanced leadership skills with experience in mentoring, coaching, and developing diverse teams of experience researchers and user experience designers

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.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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 and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our 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.