Experience Design Vice President - Conversation Design

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

As an Experience Design Vice President, Conversation Design on the Chase Digital Assistant team, you will play a pivotal role in creating a conversational AI experience for Spanish-speaking customers.

Leveraging your expertise in conversation design, your strong understanding of language models (NLU - Natural Language Understanding and LLM - Large Language Models), and your bilingual Spanish-English knowledge, you will be responsible for translating existing use cases, crafting new ones, and creating Spanish conversational content guidelines. The ideal candidate will have a record of success creating/translating Spanish conversation design flows. You’re a strategic thinker who is passionate about language and inclusive design.

Job responsibilities

• Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas
• 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
• Lead and execute the Spanish design of conversational flows for AI-driven tools, including chatbots and IVRs, while advancing NLU and LLM experiences across products.
• Help drive the strategic vision for conversational AI at Chase, ensuring that our solutions enhance customer experience.
• 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.
• 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 conversation design
• 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.

Preferred qualifications, capabilities, and skills

• Excellent verbal and written communication skills, with thorough knowledge of the English and Spanish  language, grammar, spelling, punctuation and usage 
• Proficiency in tools such as Botmock, DialogFlow, 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.