User Experience Design Lead - Conversational Design

As a User Experience Design Lead, Conversational Design, Vice President in the Chase Digital Assistant (CDA) team, you will be promoting AI innovation by creating a best-in-class virtual assistant to become financial partner to our customers. You will have the opportunity to break out of traditional design methodologies and apply design thinking, in parallel with linguistics & machine learning, content strategy, and product design.

Job Responsibilities

• Lead and craft the end to end development and implementation of conversational flows and scripts for chatbots, virtual assistants, IVRs(Interactive voice response), and other AI(Artificial Intelligence)-driven communication tools.
• Craft the future state NLU experience across several area products. Contribute to the strategic direction of our AI/ML(Artificial Intelligence/Machine Learning) service initiatives, ensuring alignment with company objectives.
• Participate and interpret qualitative and quantitative research to understand user needs, challenges, and opportunities for service improvements. You’d collaborate with researchers.
• Collaborate with ML(Machine Learning) teams to train and refine NLU models based on Conversational Design principles and industry best practices.
• Present design concepts and strategies to senior leadership, integrating feedback and driving alignment.
• Work closely with cross-functional teams, including data scientists, Engineers, product managers, and human Experience Designers.

Required Qualifications, Capabilities and Skills

• Bachelor’s Degree in relevant design discipline (e.g., Interaction Design, HCI, User Experience Design), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• 5+ diverse experience working in the Conversation Design, User Experience Design, or Content Strategy
• Can direct self and others in both planning and structuring the work, and executing on expected levels of quality
• Experience leading a program of work through full product development cycles in discovery, concepting, prototypes, specifications, and enablement
• Prior work involves leading design teams (with other Designers, UX Researchers, and Content Designers) and cross-functional collaboration with senior Product Managers and Engineering leads
• Strong facilitation skills and experience employing a variety of methods and techniques to run design-led workshops

Preferred Qualifications, Capabilities and Skills

• Advocate for Accessibility Guidelines and Inclusive Design practices
• Comfortable with structuring and planning design work in cross-functional contexts
• 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. For those in eligible roles, discretionary incentive compensation which may be 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