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Research Director - Digital Customer Experience DCE

San Francisco, CA

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Research Director - Digital Customer Experience (DCE)','180062043','!*!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 Experience Research & Strategy:
Experience Research & Strategy (xPRS) supports the design and build of the firm's leading experiences through high-impact and low-friction research and insights. Our team works across the product lifecycle to develop omnichannel user-centric strategies, manage iterative research and testing across product release cycles, and to evaluate the performance of a given product and/or strategies with specific customers, which in turn feeds into the next planning cycle for research, planning, and design. In delivering our best quality work we aim to improve not only our customer’s experience of JPMC products, but their financial lives as a whole.
We are looking for a Director to oversee our research and planning efforts for our consumer oriented platforms and channels. The ideal candidate will have a high degree of user empathy, and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders.  Additionally, you must have impeccable interpersonal, people management and influencing skills, a proven drive for success, and a deep professionalism in your work.
As the Director of User Research for our consumer platforms and channels, you will be responsible for:

Mentoring, leading, and building a world-class User Research team. The User Research team focused on our consumer brand spans a range of experience and skills sets, from junior to industry expert; from qualitative, insights- and lab- focused to quantitative and mixed methods oriented. Together, this team impacts all of our consumer mobile, browser, and ATM touchpoints, from multiple geographic locations.
Integrating original research, conducted by your team, with market research, Voice-Of-the-Customer and analytics to inform data-driven recommendations. This will require forming strong partnerships with other research functions, marketing and business partners, refining systems for capturing research, as well as guiding the teams on forming concise and actionable recommendations
Engaging on and, as appropriate, overseeing platform and channel strategy efforts by design strategy
Strategic planning and portfolio management with regard to consumer research questions (work initiated by xPRS) and product-release driven research (ie user testing, usability testing, UAT, surveys, etc.) 
Overview and guidance of the research projects & programs managed and executed by your team
Resource allocation management and workforce planning','!*!
15 years of user experience with multifaceted responsibilities, with at least 5 years experience managing and mentoring researchers.
Experience in-industry, or analogous industry (financial services, healthcare, education, or real estate) preferred.
Related experience in another field such as interactive design, information architecture, and/or market research is a plus. 
Strong understanding of user interface design practices and principles a must—better still if you can demonstrate experience relating to research.

BFA/ BA or M.A. in human computer interaction, cognitive psychology, anthropology, product design, or related field considered an advantage.

Ability to communicate research results, graphically depict data, and justify methods and approaches—oral and in written.
Strong moderation skills and methods for group facilitation and consensus building.
High level of intellectual curiosity and comfort with ambiguity
Strong interpersonal skills and ability to interact effectively with all levels of management       ','JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.','Marketing Research','US-CA-San Francisco-600 Harrison / 58150','','CONSUMER & COMMUNITY BANKING','Full-time','Standard','Day Job','','Chase','Chase','','','Research Director - Digital Customer Experience (DCE)

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