Conversational Design Lead, Vice President

JPMorganChase•Brooklyn, NY

About The Position

As a Conversational Design Lead, Vice President on the Employee Experience team, you will lead the team shaping conversational and agentic AI experiences used by more than 300,000 employees. You will define how the employee AI assistant speaks, reasons through requests, and acts on employees’ behalf. You will set the vision and standards for conversational and agentic interactions, lead and grow a team of conversational designers, and partner with product design, product managers, engineering, and business stakeholders to deliver helpful, trustworthy, and inclusive experiences at scale.

Requirements

At least 5 years of experience in conversation design, UX writing/content design, or a related UX discipline, including people leadership.
Hands-on experience designing conversational experiences, including deterministic (intent-based or scripted) and generative (LLM-based) approaches, with an understanding of their differences and when to use each.
Ability to create visual representations of user journeys, such as storyboards, wireframes, and prototypes.
Experience with inclusive design and accessibility guidelines, and ability to incorporate diverse perspectives and abilities into design solutions.
Ability to develop experiences that meet or exceed the initial proposal, including transformational innovation strategies and “north star” representations to support customer-centric decision-making.
Advanced technical literacy, including understanding client-side technologies, APIs, microservices, and technology-stack components and their impact on user experience.
Proficiency with design and prototyping tools such as Figma and generative AI tools, including familiarity with different LLMs, prompt playgrounds, development testing environments, and AI coding or prototyping tools.

Nice To Haves

Experience with agentic systems and designing GenAI tools.
Experience working on early-stage or zero-to-one projects.
Understanding of the challenges of integrating multiple products into a cohesive user experience.

Responsibilities

Lead, coach, and develop a small team of conversational designers by setting objectives, giving regular feedback, and supporting career growth.
Set the vision and strategy for conversational and agentic experiences across self-service journeys, aligned with business objectives and employee needs.
Evolve the assistant’s voice, tone, and personality, and establish standards and guidelines for consistency.
Own standards for dialogue design, response mapping, prompt and system behavior design, error recovery, clarification, and handoffs between the agent, UI, and human support.
Partner with product design to co-own the agentic design system so conversational patterns and UI components work together.
Diagram flows and product features, design wireframes, and prototype interactions for key touchpoints while leading end-to-end design initiatives within a specific domain.
Partner with engineering and external partners on production behavior, including prompts, guardrails, retrieval, and tool use.
Test and refine prompts, system instructions, and plugin or tool configuration to improve the accuracy, relevance, and tone of assistant outputs.
Establish quality and evaluation practices for AI responses to drive continuous, measured improvement.
Promote inclusive design practices and accessibility guidelines, mentor junior designers, and foster diversity and inclusion.
Represent conversational design with senior stakeholders, building alignment and clearly communicating decisions and rationale.