Experience Design, Executive Director - Home Lending

Job Description

As an Experience Design Executive Director in Chase Home Lending, you will spearhead a team of talented professionals to conceptualize, structure, and detail our offerings within the broader user journey landscape. Leveraging your expertise in experience design principles, devise and enact innovative policies and processes that elevate the user experience and resonate with our organizational strategy. Your role involves setting quality benchmarks, managing asset delivery, and shaping the direction of product initiatives by your team. A staunch advocate for inclusive design and accessibility, exemplify and encourage collaboration and lead your team in creating unparalleled experiences for our diverse user base. Your expertise in interaction design positions you as an advisor to senior management on complex experience design matters, promoting a culture of collaboration and inclusivity across multidisciplinary teams.

This role will oversee AI-infused customer experiences across Home Lending, including pre-qualification guidance, document intelligence, and proactive servicing. It will partner closely with data science, engineering, and risk/control teams to translate model capabilities into trustworthy user experiences. The team will design consent, transparency, and escalation pathways tailored to AI features in a regulated lending context. The scope includes conversation design for AI assistants, uncertainty communication , and human-in-the-loop review workflows. Success will be measured by customer outcomes, fairness, and reliability of AI-enabled journeys.

Job responsibilities

• Develop and implement user experience strategies in line with business objectives and apply your expertise in interaction design and information architecture
• Lead, mentor, and inspire a team of experience designers, fostering collaboration, and promoting professional development through coaching and performance management
• Drive innovation by staying abreast of industry trends, accessibility standards, and emerging technologies to maintain our competitive edge and user-centric approach
• Design methods to incorporate insights gained from key performance metrics, utilizing data fluency to inform decision-making and optimize user experiences for diverse customer segments. Build strong relationships with key stakeholders and influence decisions and champion user-centered design principles organization-wide
• Translate model performance signals (e.g., precision, recall, calibration, confidence scores) into customer-friendly UX decisions and acceptance thresholds.
• Operationalize Responsible AI in design: consent and disclosures, explainability UI, error handling, bias detection touch points, and post-decision review mechanisms.
• Establish experimentation and learning loops for AI experiences (A/B tests, offline evaluations) and instrument telemetry to monitor drift and reliability.
• Lead conversation and content design for Home Lending AI assistants, ensuring brand voice, accessibility, regulatory compliance, and seamless agent escalation.

Required qualifications, capabilities, and skills

• 7+ years of experience or equivalent expertise in user experience design, focusing on interaction design and information architecture
• Advanced skills in visual design, storyboarding, and data fluency, capable of creating visually appealing and functional visual elements for digital products and services
• Proven leadership in guiding and mentoring diverse teams of experience designers, fostering collaboration and promoting professional growth
• Demonstrated success in inclusive design, accessibility guidelines, and assistive technology, to create inclusive experiences for diverse users
• Proven understanding of market trends, product knowledge, and technological advancements, with the ability to leverage emerging technologies and industry best practices to drive user experience outcomes. 
• Demonstrated privacy-by-design practices for AI features, including consent flows, data minimization, and transparent disclosures for use of customer data.
• Proven collaboration with ML engineering/MLOps and risk/control partners to ship AI features responsibly at scale.

Preferred qualifications, capabilities, and skills

• Experience with generative AI assistants and retrieval-augmented experiences in financial services.
• Familiarity with ML platforms and tooling (e.g., feature stores, model monitoring, experimentation frameworks) from a product/UX perspective.
• Experience designing AI-powered document intelligence and classification workflows (e.g., mortgage document ingestion and verification).
• Exposure to accessibility considerations unique to AI experiences, including voice interaction and assistive technology compatibility for generated content.
• Track record of launching AI features with measurable outcomes; ability to assess impact using experimentation and causal methods.
• Knowledge of ethical AI standards and emerging regulations affecting consumer AI in financial services.
• Comfort facilitating design critiques and risk reviews focused on AI features, including fairness, robustness, and customer safety.

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.