Senior Conversational UX Designer – Voice & AI

Testing Site - JPMC; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Testing Site - JPMC in New York seeks a Senior Associate UX Conversation Designer to shape the internal Ask JPMC phoneline. You will blend business needs, user insights, and AI to design the conversational experience across IVR and future chat interfaces.

You will lead end-to-end design of voice-first flows, collaborate with ML and UX researchers, and advocate inclusive design while updating IVR to leverage LLMs.

Qualifications

• 3+ years of experience or equivalent in UX Design, Conversational AI, or voice-first products.
• Understanding of audio branding, voice personas, prosody, tone and pacing.
• Design and optimize IVR and chat flows with call routing and error handling.
• Develop audio and text prompts tailored to diverse customer segments.
• Experience across web, mobile, and other digital channels.
• Inclusive design, accessibility guidelines, and assistive tech.
• Plan and organize design work from concept to execution in agile environments.
• Ability to drive customer- and employee-centric decisions with north-star representations.
• Familiar with user research phases and creating low/high fidelity prototypes.
• Experience supporting business strategy with user-centered and design-led workshops.

Responsibilities

• Design AI-powered end-to-end use case flows (voice-first focus, later multi-modal) for the Ask JPMC phoneline IVR.
• Propose intuitive, user-centric solutions aligned with business objectives.
• Conduct or collaborate on usability and observational testing for data insights.
• Iterate designs based on user and agent feedback to improve experience.
• Leverage NLU and LLM expertise across products and update the Design System accordingly.
• Analyze data to transform information into actionable design decisions.
• Collaborate with cross-functional teams to integrate UX and Conversational Design into development.
• Work with ML teams to train LLMs following best practices in design.
• Ideate and align with stakeholders; present design rationale clearly with documentation.

Skills

UX Conversation Design

Voice-first UX

IVR Design

Inclusive Design

Research & Testing

Stakeholder Collaboration

Workshop Facilitation

Data-driven Decision Making

Design Thinking

LLM & Conversational AI

Tools

Figma

MindStudio

Design System

UX Research Tools

Job description

Testing Site - JPMC in New York seeks a Senior Associate UX Conversation Designer to shape the internal Ask JPMC phoneline. You will blend business needs, user insights, and AI to design the conversational experience across IVR and future chat interfaces.

You will lead end-to-end design of voice-first flows, collaborate with ML and UX researchers, and advocate inclusive design while updating IVR to leverage LLMs.