Senior Associate, Conversation Design

Role summary

As a Senior Associate, Conversation Designer in Business Banking, you will contribute to innovative, inclusive, and accessible conversational experiences that help customers navigate their financial lives across our digital channels (e.g., web/mobile chat and/or voice/IVR). You will partner with cross-functional teams (Product, Engineering, Data/ML, Research, Content/Design) to design and iterate conversational flows that align user needs with business goals. You will operate with an iterative design mindset, using feedback and data insights to improve clarity, comprehension, and task success.

Job responsibilities

• Design and refine conversational flows for generative, deterministic and hybrid conversational and agentic experiences, including happy paths, edge cases, and escalation/fallback patterns.
• Create conversation design artifacts such as dialog samples, user intents/jobs-to-be-done, response guidelines, flow diagrams, prompt/behavior requirements, guardrail considerations, and evaluation criteria that clearly communicate interaction intent.
• Apply information architecture and storyboarding techniques to improve navigation, findability, and user comprehension within conversational journeys.
• Help shape LLM-powered assistant behavior by defining desired tone, boundaries, knowledge needs, prompt patterns, handoff rules, and success measures in partnership with Product, Engineering, and Data/ML partners.
• Collaborate with cross-functional teams to ensure conversational designs are consistent across platforms (web/mobile) and feasible to implement. Contribute to documentation and design rationale to align stakeholders and support implementation.
• Incorporate inclusive design principles and accessibility guidelines into conversational experiences, considering diverse users and assistive technologies.
• Participate in critique and review cycles; incorporate feedback to iterate quickly and improve experience quality.
• Support user research and testing (e.g., script contributions, prototype walkthroughs, synthesis support) and translate insights into design improvements.
• Use available performance signals (e.g., qualitative feedback, conversation logs, basic metrics) to identify friction and propose incremental improvements.
• Partner (with guidance) with Data/ML and Engineering teams to improve AI performance, including intent refinement, training examples, knowledge grounding, pattern definition, response quality, and guardrail feedback.
• Stay current on conversational AI patterns, generative AI/LLM product capabilities, AI-agent platforms, evaluation methods, emerging tooling, and responsible AI best practices, sharing learnings within the team.

Required qualifications, capabilities, and skills

• 3+ years of experience (or equivalent internships/portfolio) in conversation design, UX design, content design, HCI, linguistics, or a related discipline focused on digital products/services.
• Demonstrated ability to create interaction design artifacts (e.g., flows, storyboards, wireframes, prototypes, or dialog scripts).
• Working knowledge of inclusive design principles and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions.
• Strong communication skills and comfort collaborating with cross-functional partners.
• Ability to operate with an iterative design mindset and apply feedback to improve designs.
• Basic technical literacy and willingness to learn how platform constraints (e.g., APIs/services, channels, authentication states) impact the experience.

Preferred qualifications, capabilities, and skills

• Interest in generative AI, LLM-driven chat, AI agents, prompt patterns, response evaluation, and responsible AI.
• Familiarity with conversation design platforms or generative support automation such as Sierra, Decagon, Google CCAI, or similar.
• Basic understanding of NLU, LLMs, retrieval/knowledge grounding, prompt design, AI-agent behavior, and their implications for user experience, trust, and safety.
• Exposure to evaluating AI-assisted conversations, including reviewing transcripts, identifying failure modes, improving response quality, and translating insights into design or platform changes.
• Experience in financial services or interest in banking/servicing journeys.

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.