Shape the future of User Experience and Conversational AI design with strategic initiatives that blend business needs, user insights, and cutting-edge AI technologies.

As a UX Conversation Designer, Senior Associate in the Employee Experience team, you will help shape the user experience across our products and services —including the design and development of the conversational experience for the internal Ask JPMC help phoneline.

This position is ideal for a designer with experience in Conversation Design and a solid understanding of traditional IVR systems. This role will help update an existing IVR system to leverage newer technologies like large language models (LLMs).

Your expertise in Design Thinking, UX Research Practices, and Conversational Interface Design will support strategic initiatives and develop innovative solutions. The successful candidate will engage cross-functional stakeholders, advocate for user-centered design through compelling storytelling, and excel at translating design vision into solid deliverables.

Designers should also be familiar with inclusive design practices which will help ensure the Ask JPMC help phoneline is both intuitive and accessible.

Job Responsibilities:

• Design AI-powered end-to-end use case flows (with an initial focus on voice interfaces, and expansion into chat interfaces and multi-modal experiences) for the Ask JPMC phoneline IVR system through decision trees, audio prototypes, logic frameworks, or other Conversational AI tools
• Propose solutions that are intuitive, user-centric, drive efficiency and user engagement while also aligning with business objectives
• Conduct or work with UX Research to conduct usability testing, observational testing, and other forms of research to gather data insights from real users
• Operate with an iterative design mindset, gathering and incorporating user and agent feedback to continuously improve the overall experience of the Ask JPMC phoneline
• Leverage expertise in NLU and LLM experiences across products to contribute to the broader Conversational AI strategy, including how design processes will evolve when building with LLMs and how the Design System specific to your product will update over time
• Conduct data driven analyses to inform design decisions and use data to transform raw information into valuable insights to inform decision making
• Collaborate with cross-functional teams to integrate UX and Conversational Design into the product development process
• Collaborate with ML (Machine Learning) teams to train LLMs based on Conversational Design principles and industry best practices
• Conduct ideation and alignment workshops with project stakeholders ensuring alignment and understanding amongst stakeholders
• Present your work to business stakeholders and the broader product and technology organization — articulating your design rationale and decisions with clarity and impact through engaging storytelling and comprehensive documentation

Required Qualifications, Capabilities, and Skills

• 3+ years of experience or equivalent expertise in User Experience Design, Conversational AI Design, or similar roles designing for voice first products
• Understanding of audio branding, voice persona creation, and the impact of prosody, tone, and pacing on user experience.
• Design and optimize IVR and chat flows, including call routing, escalation paths, and error handling for both self-service and agent-assisted scenarios.
• Develop audio and text prompts and scripts that are clear, concise, and tailored to diverse customer segments.
• Demonstrated experience designing across multiple platforms, including web, mobile, and other digital channels
• Experience creating inclusive designs, accessibility guidelines, and assistive technologies that incorporate diverse perspectives
• Ability to plan and organize design work from initial concept through execution and advocate for Conversation Design best practices.
• Ability to manage ambiguity, work autonomously, and multi-task in an agile environment and experience interpreting complex data and transforming it into actionable insights for informed decision-making
• Ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of innovation strategies and the creation of 'north star' representations to drive customer-centric and employee-centric decision-making.
• Familiar with the different phases of the user research and design process—including validating hypotheses with users, effectively communicating concepts, and creating low/high fidelity prototypes for both visual and conversational interfaces.
• Experience supporting new business thinking and strategy through user-centered and conversational design work, with facilitation skills and experience employing a variety of techniques to run design-led workshops

Preferred Qualifications, Capabilities, and Skills

• Ability to design end-to-end use case flows through wireframes and prototypes in visual UX design tools like Figma
• Familiarity working within a Design System to produce and contribute to patterns, including Conversational UI components, and to develop and refine our Visual and Conversational Design Language.
• Experience designing and deploying experiences using prompt playgrounds such as Mind Studio or similar
• Experience supporting design work in employee assistant tools, Conversational AI, or AI-driven product teams.
• Prior experience working in complex business domains or in enterprise environments (financial services or other) working on large-scale transformation programs, including AI tool deployment.
• Ability to understand and articulate how technical constraints and opportunities—including AI/ML capabilities—influence design solutions.
• Familiarity with technology concepts and an understanding of various technical approaches and lifecycles (e.g., agile development methodologies, DevOps practices, frontend development structures, and AI model deployment).
• Understanding of product lifecycles from a UX and conversational AI perspective (e.g., how user and conversational experiences evolve throughout the different stages of a product's lifecycle)

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