Vice President Experience Research

Glasgow City
Full time
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JP Morgan
Banking, investment & finance
10,001+ employees
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Our product is the firm-wide platform for capturing and tracking various analytics to help enhance our modernization processes, improve our POM and primarily informs Product Managers, Product Leads and CIO’s, so that they can identify opportunities to improve our internal products and services.

Our goal is to provide a trusted view of firm-wide analytics, with a best-in-class portal catering for multiple personas, aiming to become the single source of truth for all key analytics needed to assess the health of our internal products, whether that’s speed, scalability, security, user CSAT & CES scores, to stability and skills metrics.

You’ll join an ambitious and friendly team that supports UX practices, that actively listens to the voices of our users to transform our analytics offerings, providing clear, accurate and consistent analytics to help our users make informed decisions and understand the health of their products, services and processes.

What we’re looking for:

We’re looking for an experienced, hands on and passionate UX researcher that can assess to most effective way to understand the customer needs to feed into UX design work and a fast-paced delivery team.

Someone who will proactively identify areas where research would be valuable and bring the project team along with them on the journey. Be very comfortable defining and executing a range of different types of research studies, as needed to meet project goals. Create and maintain test plans, discussion guides, and any other material needed to properly launch and perform research studies.

What you’ll get in return is a project team supportive of UX research, UX design and ensuring they’re driving the product forward based on real user needs and data, as well as be part of a friendly and supportive wider UX team based in Glasgow and multiple other locations.

What you'll do:

  • Plan, design & conduct research projects using a variation of qualitative and quantitative research methods, moderate studies and analyse findings to articulate human-centred problems
  • Be very comfortable running workshops and interviews with PMs all the way up to exec level management
  • Help identify and define new personas and enrich existing personas
  • Drive strategy and priorities through both research and data analytics, with clear and actionable recommendations
  • Support Product teams, UX designers and wider stakeholders in understanding their customer
  • Research and innovate solutions within our product areas like Artificial Intelligence model creation, Data Design, IT Service Management, DevOps and Continuous Integration
  • Communicate and articulate the value of UX and the rationale behind your research process and recommendations, bringing the team along your journey
  • Support the experience teams in building and evolving research and measurement practices
  • Work alongside our UX Design team, participating in ideation and sketching sessions to come up with design concepts.
  • Lead cross-functional Design Thinking exercises using research findings as a starting point

Core skills:

  • Bachelor’s in UX/HCI or related field or equivalent experience
  • 6+ yrs of UX Research & Strategy experience
  • Experience with qualitative and quantitative research as well as agile / lean methodologies to choose the best methods for planning & execution of user research projects
  • Experience creating common user research outputs such as Personas, User Journeys, Analysis Frameworks, Empathy Maps and with tools such as Figma, Optimal Workshop, Dovetail, UserZoom or similar
  • Demonstrated ability to manage multiple priorities on concurrent, rigorous deadlines in a fast-paced environment
  • Strategic and critical thinking capabilities
  • Experience of working alongside UX designers, product owners, technology owners and business analysts
  • Adept at presenting findings to team members and stakeholders from multi-disciplinary backgrounds and varying organisational levels
  • Strong communication, project planning and management skills
  • Experience in mentoring and guiding less experienced UX team members in UXR practices.

Optional Skills:

  • Experience of working in corporate technical delivery teams a bonus
  • Advanced data visualisation and analytics skills