Vice President Experience Research, Machine Learning

Join Consumer & Community Banking Customer Service Operations Design team, where you will explore and advance implementation of responsible AI principles and user experience insights to shape impactful solutions for our businesses to overall improve the customer service experience for our customers and employees. 

As a Vice President of Experience Research in Machine Learning in Consumer & Community Banking Operations, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep expertise in research methods and user experience design, you will develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users. Your work will inform effective product and service designs across the firm, applying advanced quantitative and qualitative methods to critically analyze the effectiveness of our designs as you collaborate with cross-disciplinary teams.

• Lead, design and execute research studies within a quad model, to discover ways of using AI/ML to optimize servicing operations. 
• Partner with Data Analytics to understand feature adoption, design studies to uncover adoption barriers, and remedies.
• Design, and lead co-design workshops, championing the voice of the user and design iteration.
• Define and execute usability assessments, and manage dissemination of results and integration of findings in product road map. 
• Foster collaboration between research, design and product team, including participating and presenting in product walls, mentoring, and cross-team initiatives.
• Mentor and guide junior researchers and designers, fostering a culture of continuous learning and knowledge sharing.
• Monitor industry trends and advancements in user experience research methodologies, incorporating innovative techniques to maintain a competitive edge.

Required Qualifications, Capabilities, and Skills

• 5+ years of experience or equivalent expertise in generative and evaluative user experience research, with experience in mixed methods approaches.
• Proven ability to conduct various research techniques, such as ethnography, surveys, interviews, and advanced data analysis, to derive actionable insights for user experience design.
• Demonstrated knowledge of advanced qualitative methods, with evidence of implementing findings that improved product or feature design.
• Experience collaborating with cross-functional teams, including UX designers, product managers, data science, data analytics to drive user-centric decision-making to deliver scalable outcomes.

Preferred Qualifications, Capabilities, And Skills

• Previous experience or knowledge in Servicing Operations
• Experience in regulated industry, banking preferred
• Demonstrated ability to craft and pivot discovery approach and delivery of outcomes given shifting circumstances
• Ability to multi-task across different projects
• Demonstrated strong presentation and storytelling skills with the goal of influencing cross-functional Sr. Executive teams. 

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