Merchant Services - Sr. UX Researcher

J.P. Morgan Chase & Co   •  

Lewisville, TX

Industry: Accounting, Finance & Insurance


5 - 7 years

Posted 30 days ago

This job is no longer available.

JPMorgan Chase & Co . is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. JPMC 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: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to

Merchant Services is the global payment processing business for JPMorgan Chase & Co. Merchant Services is the world's leading merchant acquirer with over $1 trillion in annual transaction volume in 2016. ChaseNet is a customized closed-loop proprietary payments platform, and Chase Pay is the firm's new digital wallet that makes mobile transactions simple, safe and rewarding. Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies.

Merchant Services is investing in a global leadership position in the rapidly evolving payments landscape with an aggressive transformation agenda. This multi-year, firm-wide strategy will build customer-centric payments solutions for business clients. It's a unique opportunity to build a modern product suite on a cloud-based, big data platform at an enterprise scale. In addition, the agile operating model will co-locate product owners, designers, and engineers to rapidly bring-to-market new product features. As a result, this transformation team will leverage the power of the firm to help clients expand globally with speed, efficiency, and innovation.

To help drive the transformation, JPMorgan Chase is seeking a uniquely talented & proven Senior UX Researcher with a bent for data and metrics driven results. This creative visionary will help transform the experience for our clients as they progress through various phases of the Client Journey.

As a part of the Client Journey Team, you will help create a deep understanding of our user behaviors and needs, stated and unstated, for your entire product team including designers, product strategists, solution owners, and engineers. In addition to drawing from JPMorgan's vast existing database of UX research findings, you will do so by conducting primary research, exploring the behaviors and motivations of our users through methods like field visits, ethnography, surveys, usability testing, benchmark studies, and logs analysis. You will also have the opportunity to work with UX designers to help define and track meaningful metrics and to generate actionable insights that will significantly influence our product roadmap.

The ideal candidate will have proven skills and experience in quantitative, qualitative and mixed research methods. You are a self-directed strategic thinker and you know how to discover, interpret, and communicate user insights across a large inter-departmental audience. Experience and understanding of the financial services and payments industry is a plus.


  • Manage large research initiatives from beginning to end (preparation, execution, analysis, reporting, sharing insights)
  • Partner with design, strategy, engineering, market research, legal/compliance, and other stakeholders throughout the research and design process
  • Well-versed in experimental design and statistical methods
  • Experience with competitive analysis
  • Employ a wide variety of qualitative and quantitative research methods (e.g. contextual inquiry, participatory design, usability testing, concept testing, diary studies, surveys, benchmarking studies, A/B test design, behavioral data analysis, logs analysis)
  • Analyze and synthesize research findings into actionable insights and communicate to key stakeholders
  • Adapt and innovate research practices to meet team needs
  • Evangelize user experience research and user-centered design across product teams

  • Masters or PhD in related field (e.g. Statistics, Behavioral Economics, Cognitive Science, Human Computer Interaction, Interaction Design, Human Factors, Anthropology.)
  • 6+ years of relevant work experience in UX Research across a variety of problem sets
  • Experience with payments and financial services industry
  • Ability to productively work in a matrix management organization
  • Strong collaboration skills to drive cross-functional teams
  • Positive, team-oriented attitude and inspiring leadership skills a must
  • Travel requirement: approximately 25%