Director of UX and Conversational Design

DTCC • Jersey City, NJ

26d • Hybrid

About The Position

As Director of UX & Conversational Design, you will lead the strategy and design of human-centered experiences across conversational AI (chat and voice) and digital channels creating natural, proactive dialog frameworks that help clients and associates succeed. You’ll uncover user needs through ethnographic/technographic research, usability testing, and behavioral analytics, then translate those insights into end-to-end journey maps that surface pain points and new opportunities. Working closely with Product, Product Owners, and UI, you’ll facilitate design-thinking workshops, develop clickable prototypes (e.g., Figma) to align stakeholders, and establish standards and governance including evolving the conversation design system and contributing to the broader Design System for scalable, consistent experiences.

Requirements

• 10+ years in UX/CX/conversational design; 5+ years leading practices in complex environments
• Bachelor’s (master's preferred) in HCI, Design, Linguistics, Psychology, or related field
• Ethnographic & contextual inquiry, usability testing, surveys & quantitative analysis, A/B testing & experimentation, card sorting & tree testing, heatmap & behavioral analysis using Heap, Voice of the Customer & sentiment analysis, benchmarking & competitive analysis
• Expertise in multimodal (voice and chat) design, including intent/grammar modeling, dialog management, recovery strategies, and tone of voice
• Experience owning or contributing to conversation design systems and broader Design Systems to ensure consistency across channels
• Proficiency in Figma, Miro, or similar; comfort reviewing designs across proprietary and public platforms
• Track record establishing practice standards, templates, and OKR driven operating models; strong mentorship and stakeholder influence
• Experience partnering with Legal/Compliance on privacy, accessibility (WCAG), and trust & safety considerations
• Superior analytical skills; ability to translate complex insights into clear narratives for executives; empathy for client needs and global trends; executive-level storytelling and influence
• Experience in regulated industries (e.g., financial services/market infrastructure) and working with cross functional compliance partners
• Commitment to inclusive design and accessibility, ensuring experiences are usable by all

Responsibilities

• Conduct ethnographic research, contextual inquiry, and usability testing (moderated/unmoderated)
• Design and analyze surveys for quantitative insights; run A/B tests and structure experiments to validate conversational flows and UI variants
• Use techniques such as card sorting to optimize information architecture
• Apply heatmap and behavioral analysis using analytics tools such as Heap to validate interaction patterns and client friction points
• Analyze Voice of the Customer feedback and sentiment to continuously improve conversational experiences
• Benchmark and perform competitive research to inform strategy, patterns, and platform improvements
• Define intent taxonomies, dialogue policies, error/recovery paths, and brand aligned tone/voice guidelines
• Partner to train, test, and iterate language models; analyze outcomes to inform enhancements
• Ensure multimodal consistency (chat, voice, web) and contribute patterns to the broader Design System
• Review and design experiences across proprietary and public facing platforms, assuring coherence and quality
• Create detailed journey maps and service blueprints spanning digital and conversational touchpoints; align with operational processes and handoffs
• Engage directly with clients and stakeholders to understand business objectives, requirements, and evolving needs
• Compile, analyze, and present insights (research readouts, competitive/benchmarking reports) to leadership and cross functional teams, including executive-level storytelling and influence
• Lead workshops, design sprints, and cocreation sessions with stakeholders
• Establish operating rhythms for the Center of Excellence (e.g., OKRs, design critiques, playbooks, and templates)
• Collaborate with Legal/Compliance and InfoSec on privacy, accessibility, and trust & safety guardrails for conversational experiences
• Mentor UX & conversation design talent; build a culture of experimentation, inclusive design, accessibility, and evidence-based decision-making
• Evangelize user centered design with executive stakeholders; influence priorities and resource allocation

Benefits

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Director