UX Researcher- Senior Associate- Chase UK

We know that people want great value combined with an excellent experience from a bank they can trust, so we launched our digital bank, Chase UK, to revolutionise mobile banking with seamless journeys that our customers love. We're already trusted by millions in the US and we're quickly catching up in the UK – but how we do things here is a little different.

We're building the bank of the future from scratch, channelling our start-up mentality every step of the way – meaning you'll have the opportunity to make a real impact.

Join us as we build the bank of the future, where your expertise in user experience research will help redefine mobile banking for millions. At Chase UK, you'll have the opportunity to make a real impact in a start-up environment backed by the trust of a global brand. We value proactive communicators and strategic thinkers who thrive in dynamic, fast-paced settings. Be part of a team that champions customer-centric design and continuous learning. Your work will directly influence the future of banking in the UK and beyond.

Job Summary

As a Senior User Experience Researcher in the Design and Customer Experience team, you will play a pivotal role in launching innovative products and shaping the digital banking experience for [REDACTED] in the UK and our global market expansion. You will collaborate closely with Product leadership, using your expertise in UX research to inform product development, design direction, and content creation. Your insights will drive strategic decisions and foster a culture of continuous learning and knowledge sharing within the team. You will help us build a customer-centric digital bank that sets new standards in the industry.

Job Responsibilities

• Conduct user research within specific product areas and collaborate with Design, Content, Product, and Engineering teams
• Prioritize research opportunities in a fast-paced, rapidly changing environment
• Advise on research plans, strategies, and methods
• Manage and conduct generative and evaluative research
• Perform independent research on multiple aspects of products and experiences
• Integrate complex technical and business requirements into research activities
• Advocate for the use of customer insights and data to inform decisions
• Present and communicate user research findings and recommendations to the broader organization
• Contribute to best practices, research methodologies, and frameworks to drive efficiency
• Champion a customer-first approach and foster shared understanding across the organization
• Support a culture of continuous learning and knowledge sharing within the team

Required Qualifications, Capabilities, and Skills

• Hands-on experience as a user or UX researcher
• Proficiency in a wide range of exploratory and evaluative research methods
• Experience applying user research methods in product and/or service development
• Ability to scale research processes and define best practices
• Strong passion for championing customers
• In-depth understanding of UX, UI, and design principles
• Excellent critical-thinking and problem-solving skills
• Effective communication and interpersonal abilities
• Strong senior stakeholder management skills
• Ability to communicate research insights to diverse audiences
• Thrive in a fast-paced, collaborative, cross-functional environment
• Ability to develop and sustain effective working relationships with peers, managers, and stakeholders

Preferred Qualifications, Capabilities, and Skills

• Experience in retail banking, fintech, or similar industries
• Bachelor's degree in HCI, Human Factors, Cognitive Psychology, Sociology, Anthropology, or a related field, or equivalent professional experience
• Additional language skills

#ICBCareers

[REDACTED] is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.