Posted Apr 29

Vice President Experience Design, Conversational Design

Brooklyn, NY Full time

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

As a Vice President Experience Design in Digital/Self-Service Enablement, 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 visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

As a User Experience Design Lead, Conversational Design in the Chase Digital Assistant (CDA) team, you will be promoting AI innovation by creating a best-in-class virtual assistant to become a 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

  • 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.
  • Drive 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 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.  
  • Collaborate with ML (Machine Learning) teams to train and refine NLU models based on conversational design principles and industry best practices.

Required qualifications, capabilities, and skills

  • 5+ years of experience or equivalent expertise in user experience design or similar roles
  • 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
  • Diverse experience working in Conversation Design, User Experience Design, or Content Strategy

Preferred qualifications, capabilities, and skills

  • Design leadership or managerial experience
  • Advocate for Accessibility Guidelines and Inclusive Design practices
  • Comfortable with structuring and planning design work in cross-functional contexts
  • Creating conversational experiences in Voice Flow
  • Familiar with Jira and Agile development processes