Experience Research Senior Associate

Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product design and functionality.


As an Experience Research Senior Associate in Identity Trust and Security, you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations. You will act as a core contributor to aid in developing research studies that answer user needs. Your work will directly impact the design, architecture, and functionality of our offerings, collaborating with cross-functional teams to contribute to discussions on design and research, and leading the decision on which methods best suit key design questions.

In the Identity Pillar of Trust and Security, our work helps protect customers and drives innovation in fraud risk management. Be part of a collaborative team making a real impact. You will play a critical role in developing and delivering innovative identity solutions-including identity verification, identity lifecycle management, and digital identity externalization. You will work cross-functionally with technology, product, and business partners to launch products that make Chase synonymous with trust.

Job responsibilities

• Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights
• Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement
• Collaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findings
• Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications
• Stay current with industry trends and incorporate knowledge into team insights
• Stay current on digital identity trends, standards, and regulatory requirements, and support efforts to align Chase's identity products with industry best practices.
• Align product, design, legal, and tech on customer needs and segments to guide decisions
• Scope, design, and execute new research studies by integrating business strategy, data analysis, and analytics to identify knowledge gaps, generate hypotheses, and conduct rapid evaluation studies or design sprints, adapting approaches as needed from in-depth to minimal viable research.
• Translate insights into actionable recommendations that improve the user experience and meet the business need, and command the room through compelling storytelling to peers, stakeholders, and executives from multi-disciplinary backgrounds, inspiring all stakeholders towards "Aha!" moments

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques
• Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis
• Advanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiences
• Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs
• 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

Preferred qualifications, capabilities, and skills

• Familiarity with identity lifecycle management, consent management, digital identity, or related technologies.
• Experience navigating complex, highly matrixed organizations and organizational dynamics
• Experience going beyond research reports and utilizing different frameworks, deliverables, and formats to ease comprehension, improve actionability, and increase memorability

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. 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 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