Experience Design Vice President - Conversation Design

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

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.

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