User Experience Designer, Vice President (Conversational AI – chat/voice)

JPMorgan Chase-posted 2 months ago
New York, NY
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As a Conversation Design Lead on the Chase Voice (IVR) and Chat Conversation Design team, you will play a critical role in promoting AI innovation and shaping the future of customer interaction through conversational AI. This role will support our Card and Connected Commerce business, specifically focused on building and advancing our new capabilities and supporting our growth in card and payments. This role is central to the design of our virtual assistant for both text (chat) and voice (IVR) interactions, which will serve as a key touchpoint for customers navigating their financial lives. This position is ideal for a design leader who combines deep expertise in conversation design with a strong understanding of language models (NLU and LLM) who can effectively mentor other designers, manage cross-functional stakeholders, and advocate for user-centered design through compelling storytelling.

  • Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas.
  • Diagram service flows and product features, design wireframes, and chat and voice prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.
  • Role-model the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion.
  • Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions.
  • Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels.
  • Help drive the strategic vision for conversational AI at Chase, ensuring that our solutions not only enhance customer experience but also position Chase as a leader in the competitive landscape of conversational technology in finance.
  • Lead and execute the design of conversational flows for AI-driven tools, including chatbots and IVRs, while advancing NLU and LLM experiences across products.
  • 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 and Data teams to train and refine NLU models based on conversational design principles and industry best practices.
  • Mentor and support early-career conversation designers, fostering a culture of innovation, collaboration, and continuous improvement.
  • Stay abreast of industry trends and emerging technologies in conversational AI, leveraging this knowledge to drive innovation and maintain Chase's competitive edge.
  • 5+ years of experience or equivalent expertise in user experience design or similar roles.
  • Experience designing IVR systems or voice user interfaces, including prompt writing and persona development, with demonstrated experience designing conversational experiences for AI-driven platforms, IVRs, or virtual assistants.
  • Understanding of audio branding, voice persona creation, and the impact of prosody, tone, and pacing on user experience.
  • Design and optimize IVR and chat flows, including call routing, escalation paths, and error handling for both self-service and agent-assisted scenarios.
  • Develop audio and text prompts and scripts that are clear, concise, and tailored to diverse customer segments.
  • Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions.
  • Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making.
  • Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience.
  • Bachelor’s Degree in Linguistics, Human-Computer Interaction, Cognitive Science, Psychology, or a related field, or equivalent work experience.
  • Demonstrated ability to plan and organize design work from initial concept through execution.
  • Prior work involves leading design teams (with other Designers, UX Researchers, and Content Designers) and cross-functional collaboration with senior Product Managers and Engineering leads within an agile environment.
  • Design leadership or managerial experience.
  • Proficiency in tools such as Figma, Voiceflow, Lucid Chart, Nuance Mix, or similar conversation design software.
  • Experience creating conversational experiences in the realm of finance and banking.
  • Familiar with Jira and Agile development processes.
  • Strong understanding of language models and their implications for UX design.
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