Conversational Design Lead, Vice President
About The Position
As a Conversational Design Lead, Vice President on the Employee Experience team, you will lead the team defining how the employee AI assistant speaks, reasons through requests, and acts on behalf of employees. You will establish the vision and standards for conversational and agentic interactions, lead and develop conversational designers, and partner with product design, product management, engineering, and business stakeholders to deliver helpful, trustworthy, and inclusive experiences at scale for more than 300,000 employees. The role spans conversational strategy and execution across self-service journeys. You will define the assistant’s voice and interaction standards, own dialogue and system behavior practices, and partner on an agentic design system. You will also lead end-to-end design initiatives, collaborate with engineering and external partners on production behavior, and establish evaluation practices to continuously improve AI responses. You will represent conversational design with senior stakeholders and promote inclusive design and accessibility. JPMorganChase describes its employee benefits as including comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, and financial coaching, subject to eligibility. Compensation includes a role-, experience-, skill-, and location-based salary; eligible roles may also receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
Requirements
- 5+ years of experience in conversation design, UX writing/content design, or a related UX discipline, including people leadership.
- Hands-on experience designing deterministic (intent-based or scripted) or generative (LLM-based) conversational experiences, with a working understanding of how the approaches differ 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 the ability to incorporate diverse perspectives and abilities into design solutions.
- Ability to develop experiences that meet or exceed an initial product or experience proposal, including transformational innovation strategies and ‘north star’ representations that support customer-centric decision-making.
- Advanced technical literacy, including understanding of 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; set objectives, provide regular feedback, and support 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 maintain standards and guidelines for consistency.
- Own standards for dialogue design, response mapping, prompt and system behavior design, error recovery, clarification, and handoffs among the agent, UI, and human support.
- Partner with product design to co-own the agentic design system, ensuring 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/tool configuration to improve assistant output accuracy, relevance, and tone.
- Establish quality and evaluation practices for AI responses and drive continuous, measured improvement.
- Drive adoption of 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.
Benefits
- Competitive total rewards package, including base salary determined by role, experience, skill set, and location.
- Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
- Comprehensive health care coverage.
- On-site health and wellness centers.
- Retirement savings plan.
- Backup childcare.
- Tuition reimbursement.
- Mental health support.
- Financial coaching.
- Additional benefits and programs based on eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
