Job Description

Join us to shape the future of user experience through expert research and team leadership, driving customer satisfaction and engagement. Champion innovation and mentor a team that strives for excellence in user experience research and design.

As an Experience Research Executive Directorin Digital you will lead a team of skilled professionals to design, execute, and detail findings from experience research studies. Your expertise in experience research principles will enable you to develop and implement innovative studies that enhance user experience and align with our organizational strategy. By fostering a collaborative and inclusive environment, you will empower your team to conduct research with impact.

AI and agentic technologies are rapidly reshaping digital customer experience. The Digital team is building human‑centered, platform‑based experiences that scale across Lines of Business, enabling intelligent, adaptive interactions rooted in real customer needs. Working within a fast‑paced, multidisciplinary environment, the Executive Director of UX Research plays a pivotal role in ensuring these emerging capabilities are designed, tested, and evolved to deliver meaningful value for customers.

Job responsibilities

• Develop and execute in-depth research strategies to gather insights on customer needs and preferences as you utilize an expert-level mix of quantitative and qualitative research methods
• Lead and mentor a diverse team of experience researchers and create a collaborative and inclusive environment that fosters innovation and excellence in user experience design
• Collaborate with cross-functional teams to transform research findings into practical, actionable recommendations that enhance customer satisfaction and engagement across products and services
• Update, refine, and stay on top of research methodologies at the forefront of emerging trends and technologies to maintain a competitive edge in user experience research and design.
• Frame and prioritize the most critical research questions shaping how customers will engage with emerging technologies, stewarding a focused, evolving research backlog.
• Serve as a senior, collaborative partner to technology, data & analytics, product, and design, bringing executive judgment and clarity to cross‑functional decision‑making.
• Apply a builder mindset to future‑state discovery, establishing the conditions and capabilities needed to test concepts that do not yet fully exist.
• Lead effectively in ambiguity, demonstrating agility, curiosity, and creativity to adapt research approaches as technologies and customer needs evolve.

Required qualifications, capabilities, and skills

• 7+ years of experience or equivalent expertise in experience research, user experience design, or a related field, focusing on leading research initiatives and teams
• Demonstrated expertise in various research methods, including both quantitative and qualitative approaches to gather and analyze data for user experience design
• Advanced proficiency in survey and interview design, ethnography, and accessibility guidelines, ensuring inclusive and accessible user experiences
• Proven ability to design a multi-faceted research program where multiple researchers support the overall focus of the work
• Advanced leadership skills with experience in mentoring, coaching, and developing diverse teams of experience researchers and user experience designers
• Experience leading teams through ambiguity from front end to delivery and product evolution.

Preferred qualifications, capabilities, and skills

• Experience managing teams in rapid research programs at tech companies with established and innovative approaches to understanding and testing concepts.
• Advanced education in Sociology, anthropology, or related field

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