Location: Columbus, OH, United States

Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product, service, and experience design and functionality. 

An an Experience Research Senior Associate in the One Chase Experience team, 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 will focus on understanding the Affluent customer segment and identifying ways to support efforts in driving tailored products, services, and experiences for customers and employees who serve these customers. Will collaborate regularly with product and design teams to develop customer management tools and systems.  

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 
• Partner daily with design, content strategy, product development, technology, and data & analytics teams to generate solutions.
• 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, AI/LLM usage, and incorporate knowledge into team insights 
• Manage large qualitative data sets and a variety of inputs to derive strategic insight that informs human-centered strategies.

 

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 
• Navigating a broad range of research tools and AI/LLM technologies to advance research efforts.
   

Preferred qualifications, capabilities, and skills 

• Experience in discovery research methodologies, service design, and Jobs-to-be-Done is a plus.
• Comfort and familiarity with customer segmentation research and CMR are a plus. 

Lead the user experience research, translating insights into impactful design recommendations.