Experience Design Senior Associate - AI-Enabled Journeys
JPMorgan ChaseAs an Experience Design Senior Associate in Business Banking, you will play a pivotal role in shaping the user experience of our products and services by leveraging your advanced knowledge of experience design principles. Collaborating with cross-functional teams, create innovative, inclusive, and accessible solutions that cater to a diverse range of users. As a core contributor, align user needs with business goals. Your strong understanding of the financial services industry and JPMC's IT systems will contribute to the continuous improvement of our offerings, navigating complex problems and driving strategic thinking. Your impact will be significant in the design, architecture, and functionality of our products, ensuring a seamless and enjoyable experience for our customers.
Specifically, you will design AI‑enabled customer and employee experiences that activate key use cases—e.g., onboarding & account opening, money movement & payments, lending servicing, banker productivity, alerts/communications—in partnership with Product, Tech, and Data. You’ll translate AI opportunities into intuitive journeys and service blueprints, shape experiments, and bring solutions to market with our platform partners, while operating in a large, complex, matrixed environment.
Business Banking’s AI program focuses on adoption, organic use‑case discovery, and impact‑driven prioritization. Designers play a critical role in human‑centered AI: defining the problem, aligning to controls, crafting transparent interactions, and measuring outcomes that matter to customers, bankers, and the business.
Job responsibilities
- Design and develop elegant solutions to specific interaction problems and ensure consistency across multiple products and platforms while adhering to industry best practices
- Apply advanced knowledge of information architecture and storyboarding to create user-centric designs that enhance navigation, findability, and overall user satisfaction
- Conduct data-driven analyses to inform design decisions and use data to transform raw information into valuable insights to inform decision-making
- Collaborate with cross-functional teams to incorporate inclusive design principles and accessibility guidelines to ensure our products and services cater to a diverse range of users
- Operate with an iterative design mindset and incorporate user feedback and insights to continuously improve the overall user experience of our offerings
- Assist in the analysis of market trends, user research studies, and user behavior analyses to inform design decisions and contribute to the team's strategic thinking
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Design and iterate flows, screens, service blueprints, and content for AI‑enabled features (e.g., assistive guidance, next‑best‑action, knowledge retrieval, summarization) across web and mobile—grounded in accessibility and inclusive design.
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Translate AI use cases into shippable experiences by clarifying user jobs‑to‑be‑done, target outcomes, success metrics, and model‑in‑the‑loop constraints with Product, Tech, and Data partners.
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Co‑lead discovery (problem framing, hypothesis, experiment design) and run lightweight tests that validate desirability, usability, and explainability of AI interactions.
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Partner across a matrix (Channels, Auth/Trust & Security, Communications, Risk/Legal/Controls) to meet policy, safety, and governance requirements for AI features.
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Document and share design artifacts and decisions to accelerate delivery in a multi‑team environment (quad model: data, tech, product, and design).
Required qualifications, capabilities, and skills
- 3+ years in a user experience design or equivalent role dedicated to improving experiences with digital products and services
- Proven ability to create visually appealing and functional designs using industry-standard tools (e.g., Figma, Sketch, or Adobe Creative Suite)
- Demonstrated experience in designing and optimizing user experiences across multiple platforms, including web, mobile, and other digital channels
- Previous experience interpreting complex data and transforming it into actionable insights for informed decision-making
- Proficient understanding of inclusive design principles, accessibility guidelines, and assistive technologies, with a history of creating accessible and inclusive digital experiences
- Experience with AI integration and collaborating with AI prompt engineers to deliver AI solutions
- Demonstrated work on AI‑enabled or data‑assisted products (assistive UIs, recommendations, retrieval/search, or workflow copilots).
- Comfortable with ambiguity; Can work independently with intelligent initiative, and collaborate easily and productively with teams
- Ability to storyboard and blueprint end‑to‑end journeys; clear information architecture and interaction design craft.
- Comfort working with product/tech/data partners to shape MVP scope, experiments, and measurable outcomes in a matrixed setting.
- Practical familiarity with responsible AI principles (transparency, user control, error states) and firm controls/governance processes.
Preferred qualifications, capabilities, and skills
- Experience with conversational design/UI and strategy.
- Experience designing for Financial Services scenarios (e.g., onboarding, payments, lending, banker tools).
- Exposure to JTBD methods, prompt design, or evaluation frameworks for AI UX.