User Experience Researcher

Job description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The Firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com .

Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.

End User Services (EUS) delivers measurable business value by providing core desktop technology solutions that meet business demand while realizing cost efficiencies. EUS works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm's 200,000+ workstations and 40,000+ remote access users. We oversee important tasks, including: incident management, user management, security access and controls, work order management, media management, application and business data recovery, and disaster recovery.

User Experience & Account Management (UXAM) organization is focused on delivering exceptional user experience on all technology services within the End User portfolio and driving a "User Centric" design practice across the service teams. User Experience encompasses all aspects of the person's experience with the product or system including design, graphics, the interface, the physical interaction, and the manual interaction.

The UXAM's Research team ensures the user is at the center of the product lifecycle through various methodologies including focus groups, usability tests, contextual interviews and surveys. This feedback loop is managed by team members throughout the product lifecycle.

The UXAM Team is looking for a User Experience Practitioner with strong skills in user research and usability testing methods. This candidate will contribute to the user experience of the company's Global Technology portfolio of products and services; and will have to thrive in a work environment that requires strong problem solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication. This individual excels at providing both highly analytical as well as highly creative ideas to a product and service engagement.


· Collaborate on user experience planning with Head of User Research
· Collaborate with internal clients and stakeholders to understand business objectives
· Create research plans defining project goal, stakeholders, target segments and research methodology
· Plan and execute the end-to end usability test initiatives, such as writing the script, recruiting participants, and facilitating sessions
· Write surveys and coordinate with communications lead to create and administer surveys to users
· Draft communication emails to users providing updates on new features and enhancements that address user reported concerns
· Devise protocols for focus groups and contextual interviews; and carry out sessions with key segments
· Analyze qualitative and quantitative data from research studies
· Create reports with recommendations and present to stakeholders

Desired profile

At least 3 years hands on research experience in product development
·  Experience with planning and executing usability test sessions
·  Experience with writing surveys
·  Experience with conducting one-on-one interviews and focus groups
·  Experience with encoding and analyzing data
·  Strong written and verbal communication skills
·  Experience working in multi-disciplinary teams across the globe
·  Bachelor's or Master's degree in Human Factors Psychology, Experimental Psychology, Industrial Design, Statistics
This position is anticipated to require the use of one or more High Security Access (HSA) systems. Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter. The enhanced screening will need to be successfully completed prior to commencing employment or assignment.