JPMorganChase
User Experience Designer, Vice President (Conversational AI – chat/voice)
JPMorganChase, New York, New York, us, 10261
User Experience Designer, Vice President (Conversational AI – chat/voice)
Join JPMorgan Chase as a Conversation Design Lead on the Chase Voice (IVR) and Chat Conversation Design team. Shape the future of user experience with strategic design initiatives that blend business needs and user insights. Focus on building and advancing AI‑driven virtual assistant capabilities for Card and Connected Commerce.
Job 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 prototype chat and voice interactions for key touchpoints.
Role‑model inclusive design practices and accessibility guidelines, mentoring junior designers and fostering a culture of diversity and inclusion.
Collaborate with cross‑functional teams to integrate user experience design into product development processes.
Analyze market trends, gather user research feedback, and learn from data insights to inform design decisions and optimize user experiences across platforms and channels.
Help drive the strategic vision for conversational AI at Chase, positioning Chase as a leader in 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.
Articulate design rationale and decisions with clarity and impact through engaging storytelling and persuasive presentations.
Collaborate with ML and Data teams to train and refine NLU models based on conversational design principles.
Mentor early‑career conversation designers, fostering a culture of innovation and continuous improvement.
Stay abreast of industry trends and emerging technologies in conversational AI to drive innovation.
Required Qualifications
5+ years of experience in user experience design or similar roles.
Experience designing IVR systems or voice user interfaces, including prompt writing and persona development, and designing conversational experiences for AI‑driven platforms.
Understanding of audio branding, voice persona creation, and prosody, tone, pacing impact on UX.
Design and optimize IVR and chat flows, including call routing, escalation paths, and error handling.
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.
Advanced technical literacy of client‑side technologies, APIs, microservices, and their impact on UX.
Bachelor’s Degree in Linguistics, HCI, Cognitive Science, Psychology, or related field.
Proven ability to plan and organize design work from concept through execution.
Experience leading design teams and collaborating with senior PMs and engineering leads in an agile environment.
Preferred Qualifications
Design leadership or managerial experience.
Proficiency in tools such as Figma, Voiceflow, LucidChart, Nuance Mix, or similar conversation design software.
Experience creating conversational experiences in finance and banking.
Familiar with JIRA and Agile development processes.
Strong understanding of language models and their implications for UX design.
About JPMorgan Chase JPMorgan Chase is a leading financial services firm committed to creating engaged, lifelong relationships with customers and providing a wide range of financial products. We value diversity, inclusion, and equal opportunity for all employees.
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Job 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 prototype chat and voice interactions for key touchpoints.
Role‑model inclusive design practices and accessibility guidelines, mentoring junior designers and fostering a culture of diversity and inclusion.
Collaborate with cross‑functional teams to integrate user experience design into product development processes.
Analyze market trends, gather user research feedback, and learn from data insights to inform design decisions and optimize user experiences across platforms and channels.
Help drive the strategic vision for conversational AI at Chase, positioning Chase as a leader in 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.
Articulate design rationale and decisions with clarity and impact through engaging storytelling and persuasive presentations.
Collaborate with ML and Data teams to train and refine NLU models based on conversational design principles.
Mentor early‑career conversation designers, fostering a culture of innovation and continuous improvement.
Stay abreast of industry trends and emerging technologies in conversational AI to drive innovation.
Required Qualifications
5+ years of experience in user experience design or similar roles.
Experience designing IVR systems or voice user interfaces, including prompt writing and persona development, and designing conversational experiences for AI‑driven platforms.
Understanding of audio branding, voice persona creation, and prosody, tone, pacing impact on UX.
Design and optimize IVR and chat flows, including call routing, escalation paths, and error handling.
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.
Advanced technical literacy of client‑side technologies, APIs, microservices, and their impact on UX.
Bachelor’s Degree in Linguistics, HCI, Cognitive Science, Psychology, or related field.
Proven ability to plan and organize design work from concept through execution.
Experience leading design teams and collaborating with senior PMs and engineering leads in an agile environment.
Preferred Qualifications
Design leadership or managerial experience.
Proficiency in tools such as Figma, Voiceflow, LucidChart, Nuance Mix, or similar conversation design software.
Experience creating conversational experiences in finance and banking.
Familiar with JIRA and Agile development processes.
Strong understanding of language models and their implications for UX design.
About JPMorgan Chase JPMorgan Chase is a leading financial services firm committed to creating engaged, lifelong relationships with customers and providing a wide range of financial products. We value diversity, inclusion, and equal opportunity for all employees.
#J-18808-Ljbffr