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Senior Digital User Experience Researcher

Req #: 180023053
Location: San Francisco, CA, US
Job Category: Sales/Trading/Research
Potential Referral Amount: 0 US Dollar (USD)
Chase is the neighborhood bank for thousands of communities across the country. Chase serves approximately one out of every six Americans through more than 5,600 bank branches; 19,000 ATMs; mortgage offices; online and mobile banking; as well as relationships with auto dealerships, schools and universities. is the most visited banking portal in United States, and Chase Mobile users are growing at a rate of nearly 350,000 per month. With such a broad range of consumer businesses, the mission at Chase is quite simple: to be industry leader in customer experience. Chase has more than 160,000 employees across the world to help achieve this goal.
Chase is undertaking an aggressive digital transformation agenda, which builds on the success of the current mobile and online service offerings. Chase is investing in innovative ways to deepen customer engagement and profitability through the use of digital channels. The ambitions is to position Chase as the undisputed leader in digital financial services and payments to enable Chase to deliver the highly personalized, real time experiences that customers increasingly expect.


The San Francisco Digital Customer Experience team is looking for a creative and resourceful Senior Digital User Experience Researcher with strong design research skills to join our team. We want someone who can think outside (and inside) the box, but we are also looking for an individual who will complement and contribute to the team in ways we haven’t even imagined. If you can explain why you’re that person, we want you!


As a Senior User Experience Researcher you will be responsible for developing the project brief, conducting research, and crafting interesting and compelling research reports for a variety of user experience research studies focusing on the mobile space. Demonstrated expertise in managing all facets of user studies is a must.  The main focus will be mobile banking, so please have ample experience in this space. We’re looking for someone who’s comfortable engaging both with research and design teams as well as assisting with the presentation to a variety of audiences. 



The strong candidate will:

·       Demonstrate a higher than usual degree of user empathy, and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all towards “Aha!” moments.

·       Have excellent project management and organizational skills and be able to work collaboratively and productively with diverse teams and as well as independently.

Be articulate, diplomatic, and open to constructive criticism.


Take a question or a problem and be able to translate it into a testable hypothesis—complete with a specific method and tasks that illuminate the heart of the issue.


Be able to quickly understand the needs of our internal clients—especially as they relate to who their users are and what questions they really need to have answered.


Electrify project teams with concise but impactful reports under tight deadlines.


Develop customer journeys, project briefs, participant profiles, recruiting screeners, test proposals, research study documents, and execute on time and on budget.


Effectively communicate with a diverse array of team members who may be geographically distributed.



Solid understanding of the principles of usability research and other user research techniques (e.g. lab studies, field research, heuristic reviews, benchmarking, card sorts, lo-fidelity prototyping methods, etc.), and know the strengths and weaknesses of each.


Assist with the scoping and planning of research studies, consulting with relevant team members.


Plan, design, and report on research studies to manager, and produce associated materials and stimuli such as screener profiles, discussion guides etc, and present outcomes in an easily consumable format.


Ability to translate sometimes complex research findings into actionable insights


Leverage heuristics, VoC, and other research methods to identify user pain points.


Be completely comfortable in ambiguous situations and have the ability to pivot to changing requirements.


Creative spirit of collaboration in exploring future ideas and solutions through latest research methodologies.



Graduate degree preferred.


At least 3 years of user research experience. We prefer someone with a strong background in mobile, as well as other relevant research experience.


Related experience in another field such as interactive design, human computer interaction, and/or market research is a plus.


B.S. in human computer interaction, cognitive psychology, anthropology, or related field considered an advantage. Equivalent experience accepted.


Design thinking experience – including planning and group facilitation.


Ethnographic, contextual inquiry, generative/informative research techniques.


Project management and team participation are central to the position. 


Strong communication, critical thinking, and creative problem-solving skills.


Ability to communicate research results, graphically depict data, and justify methods and approaches—orally and in writing—considered a good thing.


Knowledge of OvoStudios, Photoshop, dScout, Optimal Workshop or other survey tools, Keynote, Sketch, InVision or other prototyping tools, is a plus.


Knowledge of and working within an Agile environment would be helpful.





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