Customer Experience Usability Analyst - Corporate Internet Group (cig)
JPMorgan Chase (Central New Jersey, New Jersey)

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The Corporate Internet Group (CIG) supports public Internet sites for all lines of business within J. P. Morgan Chase. CIG is comprised of over 400 professionals located in Delaware, New York, Ohio, Florida and Illinois. The group consists of senior business strategists, developers, infrastructure and architecture specialists, information architects, usability professionals, interactive designers, editors and other project support and operations staff. CIG works closely with all lines of business including: Auto Lending, Business Banking, Card Services, Commercial Banking, Education Finance, Home Lending, Investing, Private Bank, Private Client Services, Retail and Treasury.  J.P. Morgan Chase’s online sites are currently among the top ranked in the industry. CIG’s goal is to provide consistent, integrated internet applications that are intuitive, dependable and easy to use for all customers.   The Customer Experience (CE) team within the Corporate Internet Group (CIG) is looking for an experienced Usability Analyst, knowledgeable in financial content and transactional web experiences. The CE team within the CIG is a highly qualified design and production group servicing JPMorgan Chase lines of business in the Internet and interaction space. We create award-winning, innovative and highly usable online experiences.  This geographically dispersed group includes Information Architects, visual and interaction designers, editors and program managers. Our partners include on- and offshore contractors producing technical documentation and working prototypes.  As the CIG Usability Analyst, you will work with the CIG Usability Product Manager to improve the usability, appeal and value of the Chase and JPMorgan family of websites. The Usability Analyst will assess customer impacts, create solutions and ensure coordination and communication of impacts to key stakeholders. You will interact with lines of business, vendors, and internal systems administration groups.                                                                                       The Usability Analyst must have UI design and project management experience with deep skills in usability best practices and information architecture principles. Strong communication skills are required as well as a deep understanding of HCI methodology and the ability to drive and advise decisions.  This position requires someone who is a natural leader and advisor. Consultative and organized, you will be able to multitask throughout the project life cycle. You will have excellent people skills and be well-versed in conducting user interviews. You will be a patient, keen listener, as energetic and focused for the last user interview as you are with the first. You will have a gift for observing behaviors and can make succinct and actionable recommendations for improvement. Responsibilities Help establish and manage an in-house usability lab.Facilitate one-on-one usability tests.Facilitate customer and employee focus groups. Work with CIG project teams and lines of business (LOBs) to identify design issues, develop usability testing plans, specify the target audience, create recruiting screeners, identify user tasks and questions for the study, prepare testing scripts, review deliverables with project teams, moderate in-lab studies, analyze results, document and communicate findings and recommendations. Network with other usability professionals within the bank and leverage methodologies and tools as appropriate within CIG.  Stay on top of recent research findings published by various usability professional societies and academia, and identify opportunities for applying them here when appropriate.Present usability topics and test results to CE group. Experience setting up a usability testing lab is strongly preferred.Demonstrated commitment to and passion for enabling customers to use large-scale interaction driven websites more easily and effectively.Minimum 5 years experience in a usability-related role. Minimum 3 years project management. Outstanding communication skills, both written and verbal. Experience facilitating usability tests and focus groups required.Excellent ability to coordinate multiple projects, facilitate meetings across business lines and vendors while meeting both scheduled and ad hoc deadlines. Must possess excellent computer skills, including project management tools, HTML and JavaScript.Experience using Morae 2 preferred.Experience building online surveys preferred.Strong analytical, problem solving, decision-making and leadership skills are essential. Works under minimum direction and uses independent judgment in decision-making. Strong initiative and drive to succeed.Must work well in a geographically dispersed team environment and flourish in an active, changing environment.Must be able to project a sense of impartiality and objectivity when moderating usability tests or focus groups.

Education

College degree preferred.HFI certification a plus, but not required.  JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V