UX Researcher- Senior Associate- JP Morgan Personal Investing

J.P. Morgan Personal Investing is the UK’s largest truly digital wealth manager, offering clarity and transparency to both seasoned and first‑time investors as they seek to achieve their financial goals. J.P. Morgan Personal Investing now manages over £9b on behalf of over 250,000 clients who have sought the powerful combination of an easy‑to‑use, adaptable investment service and market‑leading human advice. J.P. Morgan Personal Investing offers investments and digital wealth management services direct to consumers.

The mission of the Research Team and J.P. Morgan Personal Investing is to make our organization relentlessly customer‑centric. If we don’t champion the customer, decisions get made in the dark: we give customers a seat at the table – so our strategy, design, and delivery reflect real needs. The research we conduct with our clients and the wider market is key to our success, past, present and future. We’re growing the team and are now looking for another experienced researcher to join our team.

In this role, you will be working alongside designers, product, content, marketers, commercial teams and engineers committed to creating customer‑led products and services. You will play a critical role in creating useful, straightforward, and empowering products for our clients. You will work with stakeholders across different functions and have an impact at all stages of product development, from initial strategic scoping of the market through to design and delivery.

You will explore user behaviours, needs, and motivations by conducting primary research such as interviews, surveys, diary studies, participatory workshops, and usability testing – as well as helping to develop rich understandings of client behaviour and feedback. This role will be primarily focused on the J.P. Morgan Personal Investing business, in the UK. This covers a variety of different investment products and services.

Responsibilities include:

• Work with Design, Product, and other Researchers to prioritize research opportunities in a fast‑paced, rapidly changing environment.
• Lead and advise on research plans, overall user research strategy and methods.
• Manage and conduct generative and evaluative research.
• Conduct independent research on multiple aspects of products and experiences.
• Refine our definition and understanding of the target audience for products, services & features.
• Understand and incorporate complex technical and business requirements into research projects.
• Advocate and provide guidance on how to use customer insights and data to inform decisions.
• Present and communicate user research and recommendations to the larger organisation.
• Support and develop best practices, research methodologies and frameworks to drive efficiency across the organisation.
• Be an advocate for the customer and foster a shared understanding of a customer first approach in the organisation.

Required qualifications, capabilities, and skills:

• Desire to be part of a fast‑paced and intellectually curious research team who are working to scale up the UK’s largest digital wealth manager.
• Experienced with a range of exploratory and evaluative research methods, ideally in product and/or service development.
• Experience in carefully considering working procedures and defining best practice.
• Passion for championing the customer in the development of a carefully crafted investment experience.
• Strong critical‑thinking and problem‑solving skills, as well as comfort working through ambiguity in situations where there is no single correct approach.
• Strong communication and interpersonal skills, with a developing capacity to convince and persuade high‑level stakeholders.
• Ability to bring research insights to life for a range of stakeholders who value different approaches.
• Develop and sustain effective and cooperative working relationships with peers, managers and other internal or external stakeholders.
• Bachelor’s degree in HCI, Human Factors, Cognitive Psychology, Sociology, Anthropology or related field or equivalent professional experience.
• It would be desirable to speak German or Spanish given our international expansion ambitions.
• Experience working in the German or Spanish investing industry is a plus.
• Experience in Financial Services, Banking or Investment is preferred, but not required, but you will need to immerse yourself in this world with passion and curiosity.