Experience Research, Senior Associate

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

As an Experience Research Senior Associate in Card Customer Experience, 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 supports the Card CX team by informing design and product decisions across the branded and co-branded credit card portfolios. Using a mix of generative and evaluative methods, the researcher will study the end-to-end cardmember experience while also zooming in on high-impact servicing utilities and moments of customer need. Their work will help teams identify customer pain points, prioritize improvements, and deliver experiences that improve customer satisfaction, deepen engagement, and support business outcomes.

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 

• Unblocks teams through accelerated research sprints, designer-led research, and desk research. 

• Uses advanced AI tools, including GitHub Copilot and Claude Code, to accelerate research and design workflows. 

• Collaborate with cross-functional teams to ensure the integration of user insights into design strategy and the product development processes based on research findings  

• 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 and incorporate knowledge into team insights  

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  

Preferred qualifications, capabilities and skills  

• Experience shipping new products or features.  

• Experience in the direct to consumer space.  

• Experience working at a sprint pace or conducting research rapidly.   

• Experience with advanced AI tools like Claude Code or Github Copilot.