Conversation Design Senior Associate

Location: New York, NY, United States

Job Family: User Experience Design

About the Role

At JP Morgan Chase, we are at the forefront of transforming the financial services landscape through innovative digital experiences. As a Conversation Design Senior Associate in our User Experience Design team, you will play a pivotal role in crafting intuitive, user-centric conversational interfaces for our banking apps, virtual assistants, and customer service platforms. Based in New York, NY, you will focus on designing inclusive and accessible solutions that empower millions of clients to manage their finances securely and efficiently. Your work will directly contribute to enhancing customer trust and satisfaction in a highly regulated industry, leveraging cutting-edge AI to deliver personalized interactions while adhering to strict compliance standards like those from the SEC and FINRA. In this senior role, you will lead end-to-end design processes, from ideation and user research to prototyping and iteration, collaborating closely with cross-functional teams including product owners, data scientists, and legal experts. You will champion accessibility by incorporating WCAG guidelines and inclusive practices to ensure our digital products serve diverse populations, including those with disabilities or varying levels of financial literacy. Responsibilities include developing dialogue flows that simplify complex financial tasks, such as loan applications or investment advice, while mitigating risks like data privacy breaches. Your designs will drive measurable outcomes, such as reduced support tickets and higher user engagement metrics, aligning with JP Morgan's commitment to digital innovation. We seek a passionate designer who thrives in a dynamic environment and is eager to advance their career at one of the world's leading financial institutions. This position offers the opportunity to influence global products used by retail and institutional clients alike, with exposure to emerging technologies like generative AI. Join us to make a meaningful impact on how people interact with their money, fostering financial inclusion and operational excellence at JP Morgan Chase.

Key Responsibilities

• Lead the design and development of conversational interfaces for JP Morgan Chase's digital banking platforms, ensuring seamless user experiences
• Collaborate with product managers, engineers, and compliance teams to integrate inclusivity and accessibility features into financial tools
• Conduct user research and testing to refine dialogue flows that address diverse customer needs in wealth management and retail banking
• Develop wireframes, prototypes, and user journey maps for voice and chat-based interactions
• Ensure all designs comply with JP Morgan's security protocols and financial industry standards
• Mentor junior designers and contribute to the evolution of design systems for scalable digital products
• Analyze user feedback and metrics to iterate on conversational designs, improving engagement and satisfaction
• Advocate for accessibility best practices, such as screen reader compatibility, in all project phases
• Partner with data scientists to incorporate AI and machine learning insights into user-centric designs

Required Qualifications

• Bachelor's degree in Design, Human-Computer Interaction, Computer Science, or a related field
• 5+ years of experience in conversation design, UX design, or natural language processing for digital products
• Proven track record of designing inclusive and accessible user interfaces in a regulated industry like finance
• Experience with agile methodologies and cross-functional collaboration in large-scale projects
• Strong understanding of financial services regulations, such as GDPR, CCPA, and accessibility standards (WCAG)
• Portfolio demonstrating user-centric designs that enhance customer engagement in banking or fintech applications

Preferred Qualifications

• Master's degree in UX Design or related discipline
• Experience working at a major financial institution or fintech company
• Familiarity with AI-driven conversational tools like chatbots or voice assistants in secure environments
• Certification in accessibility design (e.g., IAAP CPACC) or conversation design frameworks

Required Skills

• Expertise in conversation design tools like Botmock, Voiceflow, or Dialogflow
• Proficiency in UX prototyping software such as Figma, Adobe XD, or Sketch
• Strong knowledge of natural language understanding (NLU) and natural language generation (NLG) principles
• Experience with accessibility testing tools (e.g., WAVE, Axe) and inclusive design practices
• Familiarity with financial APIs and secure data handling in digital banking environments
• Excellent communication and stakeholder management skills
• Analytical mindset for user behavior analysis and A/B testing
• Agile and Scrum methodologies
• Problem-solving abilities in complex, regulated settings
• Empathy-driven design thinking for diverse user personas
• Technical writing for dialogue scripting and documentation
• Collaboration tools proficiency (e.g., Jira, Confluence, Slack)
• Understanding of AI ethics and bias mitigation in conversational AI
• Project management skills for leading design sprints

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with company matching contributions
• Generous paid time off, including vacation, sick days, and parental leave
• Professional development opportunities, such as tuition reimbursement and access to internal training programs
• Employee stock purchase plan and financial wellness resources tailored to banking professionals
• Hybrid work model with flexibility for New York-based roles
• On-site fitness centers, wellness programs, and mental health support services

JP Morgan Chase is an equal opportunity employer.