Conversation Design, Senior Associate

As an Experience Design Senior Associate on the Chase Digital Assistant Team, 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.

The Chase Digital Assistant (CDA) team is seeking a Senior Associate Conversation Designer to contribute to AI innovation and help shape the future of customer interaction through conversational AI. This role supports the design of our in-app virtual assistant, a key touchpoint for customers navigating their financial lives.

This position is ideal for a designer with experience in conversation design and a solid understanding of language models (NLU and LLM). You will play a key role in driving innovation and leveraging your expertise in language models to inform our broader strategy for working with LLMs. The successful candidate will engage cross-functional stakeholders, advocate for user-centered design through compelling storytelling and excel at translating design vision into solid deliverables.

Job responsibilities

• Design conversational flows for AI-driven tools, including chat and voice, while advancing NLU and LLM experiences across products. Drive strategic alignment with AI/ML initiatives and company goals.

• Leverage expertise in language models to contribute to the broader CxD strategy, including how design processes will evolve when building with LLMs.

• 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 and LLMs based on conversational design principles and industry best practices.

• Work closely with cross-functional teams, including data scientists, engineers, product managers, and UX designers enhancing product innovation and delivery.

• Stay abreast of industry trends and emerging technologies in conversational AI, leveraging this knowledge to drive innovation and maintain Chase's competitive edge.

• 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 and enhance our conversational interfaces.

Required qualifications, capabilities, and skills

• 3+ years of professional work experience as a voice/conversation designer.

• Demonstrated experience designing conversational experiences for AI-driven platforms, IVRs, or virtual assistants.

• Bachelor’s Degree in Linguistics, Human-Computer Interaction, Cognitive Science, Psychology, or a related field, or equivalent work experience.

• Ability to manage ambiguity, work autonomously, and multi-task in an agile environment.

• Previous working experience designing for LLMs.

• Have strong technical literacy, including an understanding of client-side technologies, APIs and the components of the technology stack, as well as their impact on user experience.

• Ability to plan and organize design work from initial concept through execution.

• Experience collaborating with design teams (including UX Designers, UX Researchers, and Content Designers) and cross-functional partners such as Product Managers, Machine Learning and Engineering leads within an agile environment.

• Ability to advocate for conversation design best practices.

• 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

Preferred Qualifications, Capabilities, and Skills

• Proficiency in tools such as Figma, Voiceflow, Nuance Mix, Rasa Studio, Botpress or similar conversation design software.

• Experience in prompt engineering, with the ability to design and refine LLM prompts that effectively influence reasoning and behavior across conversational AI systems to achieve desired user experiences.

• Experience creating conversational experiences in the realm of finance and banking.

• Familiar with Jira and Agile development processes.

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.