Experience Research Associate, Trust & Security

Play a pivotal role in shaping user experience through insightful research and collaborative innovation. Gather insights on customer needs and preferences and support the development and execution of research studies. Analyze, interpret, and review data to inform decisions on user experience design.

As an Experience Research Associate in Customer Identity & Authentication, Trust & Security team, you will play a vital role in understanding the wants, needs, and abilities of our customers and end users. By employing various research methods and leveraging your developing knowledge of user experience design, analyze and interpret data to provide valuable insights that inform design decisions and promote improvements in user experiences. Working closely with senior UX leads and cross-functional teams, you support of the design and implementation of user-centric research efforts. At the associate level, bring your demonstrated proficiency in core experience research craft skills and continuously develop your expertise in these and other design-focused areas.

Security, safety, consumer trust, and regulatory compliance are cornerstones of our business, yet their interconnectedness presents a complex web of challenges and opportunities. To effectively address these challenges and opportunities, many teams within the firm are working in a coordinated fashion. This includes the Customer Identity & Authentication team, which is at the forefront of developing innovative solutions to protect our customers and their accounts from bad actors. We work in every stage of the customer lifecycle, from account opening to profile management and beyond. We also work in every channel, including Chase Mobile, Chase.com, brick-and-mortar branches, call center, and more. In this role, you will consume research, prepare research summaries, conduct analyses, and engage deeply in product discovery from planning to execution and also conduct competitive analyses, assess market trends, participate in the planning and fielding of customer research, and enhance how our team operates day-to-day. 

Job responsibilities

• Support the development and execution of research studies to gather insights on customer needs and preferences
• Analyze and interpret qualitative and quantitative data and provide actionable and easy-to-understand recommendations to inform user experience design decisions
• Collaborate with cross-functional teams to ensure the documentation of user needs and business objectives to inform research efforts
• Review current literature on experience research and draft white papers to inform senior researchers on current trends in the field.
• Support UX leads in the continuous improvement of research methodologies and the development of knowledge in additional UX disciplines
• Conduct competitive analyses and assess market trends in the customer identity and access management domain
• Act as a strategic owner of research operations, including participant recruitment, customer survey benchmarking processes, and backlog management
• Contribute to discussions with team and peers on foundational product and experience research matters, and share your insights and recommendations for improvement

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise in generative and evaluative user experience research, employing various research methods such as surveys, interviews, and ethnography
• Proven ability to analyze and interpret qualitative and quantitative data to derive actionable insights and recommendations for user experience design
• Demonstrated experience in designing and implementing effective surveys and interviews, ensuring clear, unbiased, and relevant questions aligned with research objectives
• Experience responding to changing research requirements, whether due to research constraints or revisions to the research questions being asked
• Self motivated and self managing with exquisite organizational skills
• Ability to manage details, digital files, and thoughts 
• Ability to thrive in a hybrid working environment
• Baseline knowledge or experience in at least one: data analytics, product discovery techniques, user experience research methods, and/or market research methods
• Developing proficiency in both quantitative and qualitative research methods
• Familiarity with survey and interview design, ensuring questions are clear, unbiased, and relevant to research objectives
• Exposure to key product management concepts (e.g., product backlogs, product discovery, etc.)

Preferred qualifications, capabilities, and skills

• Bachelors Degree in Business, Social Science, or related discipline 
• Familiarity and/or working knowledge