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Chase · 2 months ago

User Experience Designer, Vice President (Conversational AI – chat/voice)

450 W 33rd St, New York, NY, 10001, US

Full-time

Onsite

Mid, Senior Level

$142K/yr - $205K/yr

5+ years exp

Chase is a leading financial institution, and they are seeking a Vice President of User Experience Design focused on Conversational AI. This role will be pivotal in promoting AI innovation and shaping customer interactions through conversational interfaces, including chat and voice systems, while mentoring design teams and driving strategic initiatives.

BankingFinancial Services

Responsibilities

Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas

Diagram service flows and product features, design wireframes, and chat and voice prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain

Role-model the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion

Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions

Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels

Help drive the strategic vision for conversational AI at Chase, ensuring that our solutions not only enhance customer experience but also position Chase as a leader in the competitive landscape of conversational technology in finance

Lead and execute the design of conversational flows for AI-driven tools, including chatbots and IVRs, while advancing NLU and LLM experiences across products. Drive strategic alignment with AI/ML initiatives and company goals

Articulate design rationale and decisions with clarity and impact through engaging storytelling, comprehensive documentation, and persuasive presentations, ensuring alignment and understanding among stakeholders

Collaborate with ML and Data teams to train and refine NLU models based on conversational design principles and industry best practices

Mentor and support early-career conversation designers, fostering a culture of innovation, collaboration, and continuous improvement

Stay abreast of industry trends and emerging technologies in conversational AI, leveraging this knowledge to drive innovation and maintain Chase's competitive edge

Qualification

Conversational AI designIVR systems designUser experience designInclusive designTechnical literacyPrototyping toolsMentoring designersAgile developmentCross-functional collaborationStorytelling

Required

5+ years of experience or equivalent expertise in user experience design or similar roles

Experience designing IVR systems or voice user interfaces, including prompt writing and persona development, with demonstrated experience designing conversational experiences for AI-driven platforms, IVRs, or virtual assistants

Understanding of audio branding, voice persona creation, and the impact of prosody, tone, and pacing on user experience

Design and optimize IVR and chat flows, including call routing, escalation paths, and error handling for both self-service and agent-assisted scenarios

Develop audio and text prompts and scripts that are clear, concise, and tailored to diverse customer segments

Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions

Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making

Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience

Bachelor's Degree in Linguistics, Human-Computer Interaction, Cognitive Science, Psychology, or a related field, or equivalent work experience

Demonstrated ability to plan and organize design work from initial concept through execution

Prior work involves leading design teams (with other Designers, UX Researchers, and Content Designers) and cross-functional collaboration with senior Product Managers and Engineering leads within an agile environment