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

As a Conversation Design Lead, you will shape the future of customer interaction through conversational AI, focusing on building and advancing capabilities for Chase's Card and Connected Commerce business.

Responsibilities

• 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
• Drive strategic alignment with AI/ML initiatives and company goals
• 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

Requirements

• 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

Key Skills

• 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

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• A retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching