Conversation Designer Vice President

Shape the future of user experience with strategic design initiatives that blend business needs and user insights.

As an Experience Design Vice President in Chase Digital Assistant team, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep knowledge of design and research practices to lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs. As a subject matter expert, collaborate with cross-functional teams, guide, and mentor junior designers, and foster a culture of inclusivity and accessibility. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

As a Conversation Design Lead on the Chase Digital Assistant (CDA) 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 is central to the design of our in-app virtual assistant, 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.

Job 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 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 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.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in user experience design or similar roles
• 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 experience designing conversational experiences for AI-driven platforms, IVRs, or virtual assistants.
• Strong understanding of language models and their implications for UX design.
• 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.
• Demonstrated ability to advocate for conversation design best practices.

Preferred qualifications, capabilities, and skills

• Design leadership or managerial experience
• Proficiency in tools such as Figma, Voiceflow, 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.