Experience Design Vice President (Conversational AI - Chat/Voice)

Experience Design 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 on the Chase Operations Voice 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 auditorily and visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

As a design Lead on the Voice team, you will play a critical role in promoting conversational AI innovation and shaping the future of customer interaction through interactive spoken and written language. This role is central to the design of our virtual assistant for both the telephony and chat channels, 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 LLMs), 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 voice assistants, 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.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in user experience design or similar roles
• Experience designing IVR and voice user interface systems, including prompt writing and persona development.
• Understanding of audio branding, voice persona creation, and the impact of prosody, tone, and pacing on user experience.
• Develop audio and text prompts and scripts that are clear, concise, and tailored to diverse customer segments.
• Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes
• 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

Preferred qualifications, capabilities, and skills

• Design leadership or managerial experience
• Proficiency in tools such as Figma, VoicefFow, Lucid Chart, Amazon Lex, Google Dialog Flow, Nuance Mix, Audacity, or similar conversation design and voice software.
• Experience creating conversational experiences in the realm of finance and banking.
• Experience with prompt/context engineering and agentic AI.
• Familiar with Jira and Agile development processes.

About Us

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

About the Team

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.