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 Small Business Acquisition Experience (Business Banking), 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.
This role sits within the Small Business Acquisition Experience team, supporting digital and assisted account opening, onboarding, and early lifecycle experiences for Business Banking customers. The researcher will partner closely with Product, Design, Data & Analytics, and Technology to influence critical customer journeys such as eligibility, verification, funding, and offer presentation. The role focuses on balancing regulatory constraints with usability, ensuring acquisition experiences are intuitive, trustworthy, and conversion‑driven. Research outputs will inform roadmap prioritization, experience standards, and experiment design across web and branch‑supported flows.
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
- Lead research for complex acquisition and onboarding journeys, navigating regulatory, risk, and operational constraints
- Translate small business customer needs into clear opportunity areas, design principles, and experience recommendations
- Support experiment design and validation for acquisition initiatives, including concept and usability testing
- Communicate research findings through compelling narratives, frameworks, and artifacts tailored to executive and delivery audiences
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
- Experience influencing product and design decisions through evidence‑based insights
- Ability to independently plan and execute research across multiple workstreams with minimal oversight
- Strong storytelling and communication skills, with the ability to synthesize complex findings into clear, actionable recommendations
- Familiarity working in highly regulated environments and designing research within compliance constraints
Preferred qualifications, capabilities, and skills
- Experience researching small business, B2B, or financial services products
- Familiarity with acquisition, onboarding, or account opening journeys
- Experience partnering with data analytics teams to triangulate behavioral and attitudinal insights
- Knowledge of experimentation, test-and-learn, or optimization frameworks
- Experience presenting research findings to senior stakeholders and executives
ABOUT USChase 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
ABOUT THE TEAMOur Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.
