VP, Full-Stack AI Conversation Design Leader

JPMorgan Chase; Wilmington (DE); On-site; USD 180,000 - 280,000; Full time

Job description

We are seeking a Vice President, Full-Stack Conversation Designer with experience in AI to join our dynamic Operations team to lead our efforts in designing and refining conversational experiences for our Customers and Service Agents.

As a Vice President, Full-Stack Conversation Designer in our Operations team, you will lead our efforts in designing and refining conversational experiences for our Customers and Service Agents. You will be responsible for steering the conversational design strategy, setting high standards, and supporting a team of engineers, product managers, analysts, and data scientists to achieve excellence in conversation design. This role requires a deep understanding of natural language understanding (NLU) design, response design, accessibility, and emerging technologies.

Job Responsibilities:

• Facilitate design strategy, setting standards, innovating, and aligning design best practices with organizational goals and product OKRs as you lead teams towards excellence.
• Design the e2e development and implementation of conversational flows and scripts for chatbots, virtual assistants, IVRs, and other AI-driven communication tools.
• Operates at the forefront of dialog design, shaping the methodologies, standards, and best practices for the team.
• Participate in innovative strategies to use response design to solve customer problems. Create voice and tone documents and the conversational style guide with a focus on evolving these master documents.
• Rapidly iterate on conversational flows, journey maps, service design blueprints, and prototypes (VoiceFlow).
• Facilitate group activities with teams to rapidly iterate on conversational flows, journey maps, service design blueprints, and prototypes.
• Conduct and interpret qualitative and quantitative research to understand user needs, challenges, and opportunities for service improvements. You’d conduct lean research and, at times, collaborate with researchers on formal, long-tailed studies.
• Work with cross-functional teams, including data scientists, engineers, product managers, and human experience designers.
• Mentor designers and support ongoing accessibility initiatives.

Required qualifications, capabilities, and skills

• 8+ years of experience as a designer or researcher in Conversation, Service Design, Systems Design, or Content Design.
• Must have experience facilitating exploratory and evaluative research.
• Strong portfolio showcasing successful ‘implemented’ projects that focus on mapping experiences vs beautiful UI.
• Proficiency in tools such as LucidChart, Miro, Dialogflow, VoiceFlow, IBM/MSoft Bot Frameworks, etc.
• Experience in Generative AI.

Preferred qualifications, capabilities, and skills

• Mentorship: Guide and mentor junior conversational designers, promoting best practices and ensuring consistency across projects.
• Familiarity solving for IVR/NLU models and interactions.
• Service Design, Systems Design or Linguistics

ABOUT US

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans