Join us to help scale research impact across Identity & Access Management (IAM), one of the firm's most complex and security-critical domains. In this role, you will enable data-driven decision making through evaluative research, customer feedback programs, analytics, and research operations.
As an Experience Research Vice President, you will partner closely with researchers, designers, product managers, engineers, and analytics teams to ensure research programs are executed efficiently, customer feedback is systematically measured, and insights remain actionable over time.
This role combines hands-on research execution with operational leadership across participant management, customer satisfaction measurement, analytics coordination, and insight infrastructure. Your work will help strengthen the operational foundation that allows research teams to deliver meaningful business impact and customer-centered outcomes.
Job responsibilities
- Design and execute evaluative research studies including usability testing, concept validation, benchmarking, and customer feedback assessments.
- Develop, administer, and maintain survey programs that measure user satisfaction, customer sentiment, and experience quality across IAM products and services.
- Analyze qualitative and quantitative data and translate findings into clear, actionable recommendations for product, design, and engineering partners.
- Coordinate participant outreach, recruitment, scheduling, reminders, and study logistics across multiple concurrent research initiatives.
- Manage research intake processes and support efficient planning, tracking, and execution of research activities.
- Partner with internal measurement and analytics teams to support analytics implementation, reporting needs, instrumentation requirements, and ongoing monitoring.
- Create recurring reports, dashboards, and scorecards that enable stakeholders to track customer experience and product performance over time.
- Monitor transactional customer satisfaction (CSAT) programs, ensuring survey health, data quality, governance, and operational effectiveness.
- Maintain research repositories, insight libraries, and documentation standards to ensure findings remain accessible, discoverable, and reusable.
- Synthesize findings across surveys, usability studies, feedback programs, analytics, and existing research to identify patterns and opportunities for improvement.
- Collaborate with researchers, designers, product managers, engineers, and analytics partners to ensure research insights are effectively communicated and acted upon.
Required qualifications, capabilities, and skills
- 5+ years of experience conducting evaluative UX research, usability testing, survey research, customer feedback measurement, analytics, or related disciplines.
- Strong experience designing, programming, administering, and analyzing surveys and customer satisfaction programs.
- Proven ability to execute usability testing, concept testing, validation studies, and post-launch experience evaluations.
- Demonstrated ability to analyze both quantitative and qualitative data and translate findings into actionable recommendations.
- Experience managing participant recruitment, interview scheduling, study logistics, and stakeholder coordination across multiple concurrent initiatives.
Experience working with product analytics, digital analytics, customer feedback, or measurement programs. Familiarity with analytics platforms is helpful; the ability and willingness to develop proficiency with tools such as Adobe Analytics is essential.
- Strong organizational and project management skills with exceptional attention to detail and operational excellence.
- Experience developing dashboards, recurring reporting, metrics frameworks, and customer experience measurement programs.
- Demonstrated ability to collaborate effectively with researchers, designers, product managers, engineers, and analytics teams.
- Excellent verbal, written, presentation, and stakeholder management skills.
- Ability to balance multiple priorities and operate effectively within a fast-paced, highly regulated environment.
Preferred qualifications, capabilities, and skills
- Experience supporting customer satisfaction (CSAT), voice-of-customer, or experience measurement programs.
- Experience with research operations, participant management systems, or research governance practices.
- Experience maintaining research repositories, knowledge management systems, or insight catalogs.
- Familiarity with enterprise software, platform products, cybersecurity, identity management, access management, or other complex business domains.
- Experience working within Agile product development environments.
- Experience supporting cross-functional teams through measurement, reporting, and operational enablement activities.
About Us
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
JPMorganChase London, England Office
25 Bank Street, Canary Wharf, London, United Kingdom, E14 5JP
