Conversational Design Lead, Vice President

J.P. Morgan Chase & Co.; New York (NY); On-site; USD 180,000 - 280,000; Full time

Job summary

JP Morgan Chase is seeking a Conversational Design Lead, Vice President, to shape the conversational design of agentic AI experiences for over 300,000 employees. You will set vision, lead a design team, and partner with product, engineering, and business stakeholders to deliver trustworthy and inclusive experiences at scale.

The role emphasizes evolving voice and tone, defining dialogue standards, and driving end-to-end design initiatives within a domain while ensuring production readiness and

Qualifications

• 5+ years in conversation design or related UX discipline with leadership experience.
• Experience designing conversational experiences, deterministic or generative.
• Ability to visualize user journeys via storyboards, wireframes, and prototypes.
• Experience with inclusive design and accessibility guidelines.

Responsibilities

• Lead, coach, and grow a small team of conversational designers.
• Set vision and strategy for conversational and agentic experiences.
• Evolve the assistant's voice, tone, and personality; maintain consistency.
• Own dialogue design standards, prompts, and system behavior design.
• Co-own the agentic design system with product design.
• Diagram flows, wireframes, and prototype interactions for key touchpoints.
• Collaborate with engineering on production behavior, prompts, and tools.
• Continuously test and refine prompts and plugin configurations.
• Establish quality and evaluation practices for AI responses.
• Advocate inclusive design and mentor junior designers.
• Present decisions and rationale to senior stakeholders.

Skills

Conversation design

UX writing

People leadership

Voice & tone

Design systems

Prototyping

Generative AI

Stakeholder comms

Technical literacy

Tools

Figma

Job description

Shape the future of employee experiences by leading the conversational design of agentic AI experiences used by our 300,000+ employees.

As a Conversational Design Lead, Vice President on the Employee Experience team you will lead the team that defines how our employee's AI assistant speaks, reasons through requests, and acts on employees' behalf. You'll set the vision and standards for conversational and agentic interactions, lead and grow a team of conversational designers, and partner closely with product design, product managers, engineering, and business stakeholders to deliver experiences that are helpful, trustworthy, and inclusive at scale.

Job responsibilities

• Lead, coach, and develop a small team of conversational designers. Set clear objectives, give regular feedback, and support career growth.

• Set vision and strategy for conversational and agentic experiences across self-service journeys, aligned with business objectives and employee needs.

• Evolve the assistant's voice, tone and personality, and the standards and guidelines that keep them consistent.

• Own the standards for dialogue design, response mapping, prompt and system behavior design, error recovery, clarification, and handoffs between the agent, the UI, and human support.

• Partner with product design to co-own the agentic design system, so conversational patterns and UI components work as one.

• Diagram flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.

• Partner with engineering and external partners on how the assistant behaves in production, including prompts, guardrails, retrieval, and tool use.

• Continuously test and refine prompts, system instructions, and plugin/tool configuration to improve the accuracy, relevance, and tone of the assistant's outputs.

• Establish quality and evaluation practices for AI responses to drive continuous and measured improvement

• Drive the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion

• Represent conversational design with senior stakeholders, building alignment and clearly communicating decisions and rationale.

Required qualifications, capabilities, and skills

• 5+ years of experience in conversation design, UX writing/content design, or a related UX discipline, including people leadership.
• Hands on experience designing conversational experiences, whether deterministic (intent-based, scripted flows) or generative (LLM-based, with a working understanding of how the two approaches differ and when to use each
• 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
• Proficiency with design and prototyping tools (e.g., Figma) and generative AI tools (e.g., familiarity with different LLMs, prompt playgrounds, development testing environments, AI coding pr prototyping tools)

Preferred qualifications, capabilities, and skills

• Experience with agentic systems and designing GenAI tools
• Experience working on early stage or zero-to one projects
• An understanding of the unique challenges of integrating multiple products into a cohesive user experience