Experience Design Chat Conversation, Vice President

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 financial services through innovative digital experiences. As the Experience Design Chat Conversation Vice President in our User Experience Design team, you will lead the strategic design of conversational interfaces that power seamless interactions across our banking, investment, and payment platforms. Based in New York, NY, you will drive user-friendly, inclusive chat experiences that build trust and empower millions of customers to manage their finances effortlessly. This role requires a deep understanding of the financial industry's unique challenges, including regulatory compliance and data security, while leveraging cutting-edge AI to create intuitive dialogues that anticipate user needs in areas like account inquiries, transaction support, and personalized financial advice. In this pivotal leadership position, you will collaborate with multidisciplinary teams to define the vision for chat-based products, from ideation to deployment. You will conduct in-depth user research to ensure designs are accessible and equitable, addressing the diverse needs of global clients ranging from retail customers to high-net-worth individuals. By integrating best practices in conversational UX with JP Morgan Chase's commitment to innovation, you will enhance customer engagement and loyalty, ultimately contributing to the firm's position as a leader in digital finance. Your work will directly impact key metrics like user retention and satisfaction in a highly competitive landscape. We seek a visionary designer passionate about human-centered innovation in fintech. Join JP Morgan Chase to shape the future of financial conversations, where your expertise will help deliver secure, empathetic, and efficient experiences that redefine how the world banks.

Key Responsibilities

• Lead the design strategy for chat conversation experiences across JP Morgan Chase's digital platforms, ensuring alignment with business goals in retail banking, investment services, and corporate finance
• Collaborate with product, engineering, and data science teams to ideate, prototype, and iterate on innovative conversational interfaces that enhance user trust and satisfaction
• Conduct user research and usability testing to inform inclusive design decisions, focusing on diverse demographics including underserved financial communities
• Define and maintain design systems for chat interactions, incorporating accessibility features and compliance with financial industry standards
• Partner with legal and compliance teams to ensure chat designs adhere to data privacy regulations and mitigate risks in sensitive financial conversations
• Measure and optimize chat experience metrics such as user engagement, conversion rates, and Net Promoter Scores (NPS) to drive product improvements
• Mentor junior designers and advocate for user-centered design principles within JP Morgan Chase's broader UX organization
• Stay abreast of emerging trends in conversational AI and apply them to create competitive advantages in the financial services landscape
• Present design strategies and outcomes to senior stakeholders, translating complex user insights into actionable business recommendations

Required Qualifications

• Bachelor's degree in Design, Human-Computer Interaction, Computer Science, or a related field; Master's degree preferred
• 8+ years of experience in UX design, with at least 3 years focused on conversational interfaces like chatbots or voice assistants in a financial services context
• Proven track record leading design strategy for digital products, including end-to-end user experience design in high-stakes environments like banking or fintech
• Experience with inclusive design principles to ensure accessibility for diverse user groups, including those with disabilities and varying financial literacy levels
• Strong portfolio demonstrating innovative chat conversation designs that drive user engagement and business outcomes in regulated industries
• Knowledge of financial regulations such as GDPR, CCPA, and SEC guidelines impacting user data privacy in conversational AI

Preferred Qualifications

• Experience working at a major financial institution or fintech company, with familiarity in designing for wealth management, retail banking, or investment platforms
• Advanced proficiency in AI/ML integration for conversational experiences, including natural language processing (NLP) tools
• Certification in UX research methodologies or accessibility standards (e.g., WCAG 2.1)
• Previous leadership role in cross-functional teams involving product managers, engineers, and compliance experts in a global bank setting

Required Skills

• Expertise in UX design tools such as Figma, Sketch, or Adobe XD for prototyping chat interfaces
• Proficiency in conversational design frameworks and tools like Dialogflow, Bot Framework, or Rasa
• Strong understanding of natural language processing (NLP) and AI-driven chatbots
• Experience with user research methods including interviews, surveys, and A/B testing
• Knowledge of accessibility standards (WCAG) and inclusive design practices
• Familiarity with financial services UX challenges, such as secure authentication in chats
• Leadership and stakeholder management skills for cross-functional collaboration
• Analytical skills to interpret user data and metrics using tools like Google Analytics or Mixpanel
• Communication skills for presenting designs to non-technical audiences
• Problem-solving abilities in fast-paced, regulated environments
• Agile methodologies experience for iterative design processes
• Technical aptitude with HTML/CSS/JavaScript for interactive prototypes
• Empathy and user-centric mindset for designing inclusive experiences
• Project management skills to lead design initiatives from concept to launch

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance with multiple plan options
• 401(k) retirement savings plan with generous company matching contributions
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities through internal training programs and tuition reimbursement
• Employee stock purchase plan and access to financial wellness resources
• On-site fitness centers, wellness programs, and mental health support at JP Morgan Chase locations
• Flexible work arrangements including hybrid options in New York, NY

JP Morgan Chase is an equal opportunity employer.