JPMorgan Chase Digital User Experience Research Lead in San Francisco, California

About Chase

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.4 trillion and operations worldwide. Chase serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,200 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to

About Digital Consumer Experience (DCE)

The JPMorgan Chase Consumer Banking Digital Consumer Experience (DCE) team is responsible for creating a simple, capable, cohesive, human + personal digital banking experience for our over 70 million customers. We work across every possible channel; from our rich web application to our mobile applications to ATMs to a range of virtual assistant experiences. Experience design partners closely with its partner Lines of Business (LOBs), tech counterparts, developers, user researchers, design planners + content editors to create and realize visions for digital banking products and experiences. Chase has established itself as a digital leader amongst large financial institutions. We are now beginning the next chapter in our journey to establish Chase as a destination employer for design leaders ready to reinvent some of the most important digital experiences in the lives of 1 in 2 households in North America.

Job Description

We are looking for a creative and resourceful User Experience Research lead with strong design research skills to join our rapidly growing team of innovators, disruptors and problem solvers. Naturally, we want someone who can think outside the box and provide fresh thought leadership, but we are also looking for an individual who will complement and lead the team in ways we haven’t even imagined. If you can explain why you’re that person, we want you!

As a User Experience Research lead you will be responsible for leading, scoping and crafting research strategy, conducting research, and delivering actionable insights for a variety of user experience research studies in both bank and artificial settings.

Primary Responsibilities

  • Partner with teams to direct discovery work in the tribe

  • Work with squad leadership to help drive design process improvements

  • Work with design systems team to represent research needs to the tribe

  • Coach and mentor more junior team members

  • Participate in interviewing team members and identifying new candidates

  • Have a deep understanding the business drivers behind the product goals

  • Provide accurate estimation of tasks to multiple squads or the tribe and help with prioritization

  • Work with external vendor companies who are providing research support

  • Present and communicate research results and recommendations to the larger DCE organization

  • Contribute to our next gen vision, ensuring project contribution meets business goals, deadlines and quality

  • Understand the business goals and customer base for the experience and ensure they are founded on solid evidence

  • Proactively solve issues affecting tribe and DCE quality and momentum

  • Support the appropriate ecosystem / systems mindset, enabling and supporting building brick and library methodologies to drive efficiency and effectiveness

  • Work closely with leads to ensure deliverables are consistent with the overall design system

  • Responsible for the design of multiple studies at different phases of the design process

  • Able to supervise the work quality of 4 or more researchers

  • Give research direction and make research decisions for the tribe at large

  • Accountable for alignment across tribes and helps drive alignment in new areas


  • Seven or more years of experience delivering research results

  • Developing knowledge of multiple product disciplines

  • Developing ability to attract and retain talent

  • Demonstrated ability to act as a discipline champion for research contributing to discipline excellence

  • Active role driving design planning, estimation, and prioritization at a tribe level

  • Demonstrated ability to incorporate business thinking into the product development process

  • Demonstrated communication skills to communicate positions within the tribe

  • Developing communication skills to communicate positions within the larger design team

  • Proactively identifies and shares new processes and techniques

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.