CIB – Quantitative Behavioral Researcher Lead, Executive Director – Client Experience Measurement

Job Overview

Do you want to improve client experience at scale by measuring the behaviors, beliefs, and attitudes of Corporate and Investment Banking clients? We are looking for a creative, resourceful, and organized Behavioral Research Scientist in Digital Experience Design’s Client Experience Measurement team.

Part of Corporate and Investment Banking, the Digital Experience Design organization’s mission is to improve the experience of external clients and internal users, both individuals and organizations, across a broad variety of complex, essential, and high-value product and service journeys. The Client Experience Measurement program contributes to this mission using quantitative research to provide the data required to make key design and investment decisions.

As a quantitative behavioral researcher lead, you will manage a team of behavioral researchers and work closely across design, product, and technology teams to better understand our clients. You will be asked to help partners develop meaningful and relevant research questions, and to answer those questions with a variety of input data sources, to deliver concrete, actionable client experience recommendations. In addition to defining the measurement strategy, you will be analyzing data to answer individual research questions and must be able to connect data with design decisions, collaborating closely with multiple parties to ensure the relevance and impact of your work to business stakeholders.

You will be expected to be a subject matter expert in measurement and quantitative analysis of behavioral and/or survey response data, with the ability to communicate highly complex findings to multiple audiences. You may come from one of a variety of backgrounds (e.g. psychology, HCI, economics, epidemiology, among others) but you must be comfortable with the complete research workflow, from research design to statistical analysis to reporting, and you must have some experience measuring behavioral interaction data pulled from systems and psychological constructs, as measured via surveys.

Successful candidates will take iterative approaches to tackling big, long-term problems and show the ability to apply expertise in social science methodology, earn trust with partner teams from non-statistical backgrounds, understand the right level of statistical complexity to fit the research questions and existing resource constraints, be willing to experiment and learn from what works, and communicate scientific approaches to a variety of stakeholders.Key Responsibilities

  • Provide expertise in applied social science research
  • Partner with a variety of teams to:
    • collaboratively identify client experience outcomes and key research questions
    • make methodological recommendations for data collection and analysis
    • develop and execute statistical analysis plans to answer key questions across multiple data sources
    • make recommendations for design based on quantitative analysis results
  • Contribute to scalable process recommendations to build a larger culture of data-driven decision-making

Basic Qualifications

  • PhD / MS MS in a quantitative social science discipline (e.g. psychology, economics, HCI, learning science, sociology, epidemiology)
  • 10+ years of experience conducting large-scale applied research including analysis of human behavior and/or survey data , ideally in B2B enterprises
  • Experience managing a team of quantitative researchers
  • Advanced statistics (factor analysis, SEM, causal modeling, multilevel regression, regularized regression, etc.) – although we don’t expect candidates to have expertise across methods, the successful candidate should be fluent with regression modelling techniques and at least two methods and be comfortable acquiring new methods with training and practice.
  • Proficiency in at least one statistics program (Python, SPSS, R, SAS), Python strongly preferred and ability to interpret statistical analysis findings from across the range of programs
  • Ability to define and implement the client experience measurement strategy for financial products and services and provide oversight to end to end program management
  • Experience in managing complex stakeholders and driving work to successful completion
  • Ability to communicate complex statistical approach and strategy to product or business-oriented audience

Preferred Qualifications

  • Experiences with SQL or related query languages
  • Experience converting research studies into tangible, real-world changes
  • Experience communicating complex technical information for non-technical audiences
  • Experience setting up or running a quantitative research program in a large B2B enterprise, including experience with data pipelines, data management etc.

JPMorgan Chase & Co. is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management.

J.P. Morgan’s Corporate & Investment Bank (CIB) is a leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than a hundred countries.

Digital Experience Design, our global CIB design team of 150 designers in 7 locations plays a key role in building customer-centric products and services for both clients and employees.

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the “WELL Health-Safety Rating” for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm’s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans

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