Conversational UX Lead

Fidelity Investments • Jersey City, NJ

23h • $126,000 - $255,000

About The Position

Director, Conversational UX & AI Experiences – Join Fidelity Digital Coach, a Fidelity Labs company. Digital Coach is scaling holistic financial guidance to millions of Fidelity customers who today have limited access to personalized, end‑to‑end financial support. As Director of Conversational UX & AI Experiences on the Digital Coach team, you will define how our AI‑powered financial assistant behaves, engages, and builds trust with customers across ongoing, multi‑session interactions. This is a hands‑on leadership role for a senior individual contributor who thrives at the intersection of conversational design, frontend systems, and AI‑powered products. You will work closely with product, engineering, and platform AI teams in a fast‑moving, early‑growth environment, shaping differentiated, human‑centered experiences while integrating with Fidelity’s broader platforms, policies, and services.

Requirements

• 8+ years of experience in UX, product, or conversational design, including AI‑powered or agent‑based systems
• Proven ability to design complex, stateful, multi‑turn and multi‑session user journeys
• Strong systems thinking, with fluency collaborating across product, engineering, and AI platform teams
• Hands‑on experience shaping front‑end experiences and interaction models for customer‑facing products
• Ability to balance innovation with clarity, trust, and compliance in regulated environments

Nice To Haves

• Experience in finance, fintech, or other regulated domains strongly preferred

Responsibilities

• Own the end‑to‑end conversational experience for an AI‑powered financial chatbot, from concept through production
• Design and evolve agent‑based, stateful conversational experiences beyond traditional chat interfaces
• Define conversation states, memory strategies, re‑entry moments, and UX patterns for financial guidance
• Partner closely with platform AI teams to shape inputs, context, and outputs into trusted, human‑centered experiences
• Lead front‑end experience design, conversational UX, and rapid prototyping efforts
• Translate financial policies, guardrails, and compliance constraints into clear, intuitive user experiences
• Collaborate with product, engineering, design, and risk partners to ensure alignment across teams
• Continuously iterate on experiences using user feedback, behavioral insights, and quality signals

Benefits

• Comprehensive health care coverage
• Emotional well-being support
• Market-leading retirement
• Generous paid time off
• Parental leave
• Charitable giving employee match program
• Educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed