Conversation Design Senior Associate

JPMorgan Chase & Co.•New York, NY

69d

About The Position

Contribute to innovative experience design, blending user needs with business goals in the dynamic environment of financial services. As an Experience Design Senior Associate on the Chase Digital Assistant Team, you will play a pivotal role in shaping the user experience of our products and services by leveraging your advanced knowledge of experience design principles. Collaborating with cross-functional teams, create innovative, inclusive, and accessible solutions that cater to a diverse range of users. As a core contributor, align user needs with business goals. Your strong understanding of the financial services industry and JPMC's IT systems will contribute to the continuous improvement of our offerings, navigating complex problems and driving strategic thinking. Your impact will be significant in the design, architecture, and functionality of our products, ensuring a seamless and enjoyable experience for our customers. The Chase Digital Assistant (CDA) team is seeking a Senior Associate Conversation Designer to contribute to AI innovation and help shape the future of customer interaction through conversational AI. This role supports the design of our in-app virtual assistant, a key touchpoint for customers navigating their financial lives. This position is ideal for a designer with experience in conversation design and a solid understanding of language models (NLU and LLM). You will play a key role in driving innovation and leveraging your expertise in language models to inform our broader strategy for working with LLMs. The successful candidate will engage cross-functional stakeholders, advocate for user-centered design through compelling storytelling and excel at translating design vision into solid deliverables.

Requirements

3+ years in a user experience design or equivalent role dedicated to improving experiences with digital products and services
Proven ability to create visually appealing and functional designs using industry-standard tools (e.g., Figma, Sketch, or Adobe Creative Suite)
Demonstrated experience in designing and optimizing user experiences across multiple platforms, including web, mobile, and other digital channels
Experience working as a voice/conversation designer and designing for LLMs
Demonstrated experience designing conversational experiences for AI-driven platforms, IVRs, or virtual assistants.
Bachelor’s Degree in Linguistics, Human Computer Interaction, Cognitive Science, Psychology, or a related field, or equivalent work experience.
Ability to manage ambiguity, work autonomously, and multi-task in an agile environment and experience interpreting complex data and transforming it into actionable insights for informed decision-making
Have strong technical literacy, including an understanding of client-side technologies, APIs and the components of the technology stack, as well as their impact on user experience.
Ability to plan and organize design work from initial concept through execution and advocate for conversation design best practices.
Experience collaborating with design teams (including UX Designers, UX Researchers, and Content Designers) and cross-functional partners such as Product Managers, Machine Learning and Engineering leads within an agile environment.
Proficient understanding of inclusive design principles, accessibility guidelines, and assistive technologies, with a history of creating accessible and inclusive digital experiences

Nice To Haves

Proficiency in tools such as Figma, Voiceflow, Nuance Mix, Rasa Studio, Botpress or similar conversation design software
Experience in prompt engineering, with the ability to design and refine LLM prompts that effectively influence reasoning and behavior across conversational AI systems to achieve desired user experiences
Experience creating conversational experiences in the realm of finance and banking
Familiar with Jira and Agile development processes

Responsibilities

Design and develop elegant solutions to specific interaction problems and ensure consistency across multiple products and platforms while adhering to industry best practices
Design conversational flows for AI driven tools, including chatbots and IVRs, while advancing NLU and LLM experiences across products and drive strategic alignment with AI/ML initiatives and company goals
Leverage expertise in language models to contribute to the broader CxD strategy, including how design processes will evolve when building with LLMs
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(Machine Learning) teams to train and refine NLU models and LLMs based on conversational design principles and industry best practices
Work closely with cross-functional teams, including data scientists, engineers, product managers, and UX designers enhancing product innovation and delivery
Stay abreast of industry trends and emerging technologies in conversational AI, leveraging this knowledge to drive innovation and maintain Chase's competitive edge
Apply advanced knowledge of information architecture and storyboarding to create user-centric designs that enhance navigation, findability, and overall user satisfaction
Conduct data driven analyses to inform design decisions and use data to transform raw information into valuable insights to inform decision making
Collaborate with cross-functional teams to incorporate inclusive design principles and accessibility guidelines to ensure our products and services cater to a diverse range of users
Support in the analysis of market trends, user research studies, and user behavior analyses to inform design decisions and contribute to the team's strategic thinking and enhance our conversational interfaces

Benefits

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.
Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
We also offer a range of benefits and programs to meet employee needs, based on eligibility.
These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.

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