JPMorganChase · 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 expJPMorganChase is a leading financial services firm, and they are seeking a Conversation Design Lead to shape the future of customer interaction through conversational AI. This role involves developing design strategies for AI-driven tools, leading design initiatives, and collaborating with cross-functional teams to enhance user experiences in the financial sector.
Asset ManagementBankingFinancial 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
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
Preferred
Design leadership or managerial experience
Proficiency in tools such as Figma, Voiceflow, Lucid Chart, Nuance Mix, or similar conversation design software
Experience creating conversational experiences in the realm of finance and banking
Familiar with Jira and Agile development processes
Strong understanding of language models and their implications for UX design
Company
JPMorganChase
With a history tracing its roots to 1799 in New York City, JPMorganChase is one of the world's oldest, largest, and best-known financial institutions—carrying forth the innovative spirit of our heritage firms in global operations across 100 markets.
10001+ employees
H1B Sponsorship
JPMorganChase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
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2025 (3471)
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Funding
Current Stage
Public CompanyTotal Funding
unknown1998-02-01IPO
Leadership Team
Allison Beer
CEO of Card Services and Connected Commerce
Dan Mendelson
CEO, Morgan Health
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