Head of Experience Design & AI-Driven Journeys

Testing Site - JPMC; Plano (TX); On-site; USD 180,000 - 300,000; Full time

Job summary

Testing Site - JPMC is seeking an Experience Design Executive Director to lead a team shaping user journeys across Chase Home Lending. You will set design strategies, mentor designers, and partner with data science, engineering, and risk teams to deliver AI-infused experiences at scale.

The role requires 7+ years in UX design, strong leadership, and a deep commitment to accessibility and privacy-by-design principles, ensuring trustworthy customer journeys in a regulated lending context.

Qualifications

• 7+ years of experience in user experience design with a focus on interaction design and information architecture.
• Advanced skills in visual design, storytelling, and data fluency for digital products and services.
• Proven leadership of diverse experience design teams with coaching and performance management.

Responsibilities

• Develop and implement user experience strategies aligned to business objectives.
• Lead and mentor a team of experience designers; foster collaboration and professional growth.
• Stay updated on industry trends, accessibility standards, and emerging technologies to maintain a user-centric approach.
• Build relationships with stakeholders; influence decisions and champion user-centered design principles across the organization.
• Translate ML model signals into customer-friendly UX decisions and establish acceptance thresholds.
• Operationalize Responsible AI in design with consent, disclosures, explainability UI, and bias detection touchpoints.
• Establish experimentation and learning loops for AI experiences (A/B tests, offline evaluations) and monitor drift and reliability.
• Lead conversation and content design for Home Lending AI assistants with brand voice and regulatory compliance.

Skills

UX design

Leadership

Inclusive design

Accessibility guidelines

Privacy by design

ML collaboration

Job description

Testing Site - JPMC is seeking an Experience Design Executive Director to lead a team shaping user journeys across Chase Home Lending. You will set design strategies, mentor designers, and partner with data science, engineering, and risk teams to deliver AI-infused experiences at scale.

The role requires 7+ years in UX design, strong leadership, and a deep commitment to accessibility and privacy-by-design principles, ensuring trustworthy customer journeys in a regulated lending context.