Contribute to innovative experience design, blending user needs with business goals in the dynamic environment of financial services.

As an Experience Design Senior Associate in the Digital products, you will play a pivotal role in shaping the user experience of our products and services by leveraging your advanced knowledge of experience design principles. Collaborating with cross-functional teams, create innovative, inclusive, and accessible solutions that cater to a diverse range of users. As a core contributor, align user needs with business goals. Your strong understanding of the financial services industry and JPMorgan Chase's IT systems will contribute to the continuous improvement of our offerings, navigating complex problems and driving strategic thinking. Your impact will be significant in the design, architecture, and functionality of our products, ensuring a seamless and enjoyable experience for our customers.

AI is rapidly changing the face of customer experience. Agentic experiences give us an opportunity to help our customers realize their full financial potential in ways that we are just beginning to imagine. The Digital team is creating these new experiences with a platform approach to enable our Lines of Business. Collaborating with a fast-paced, multidisciplinary team, the Vice President of UX Research will play a pivotal role in imagining, testing, and realizing Agentic experiences for our customers.

Job responsibilities

• Design and develop elegant solutions to specific interaction problems in agentic and conversational domains, and ensure consistency across multiple products and platforms that are evolving in real time as technology matures. Best practices in this are still emerging for Agentic CX, you will help inform what they are.
• Translate advanced knowledge of complex deeply sensitive interaction to create user-centric storyboards and designs that enable people interact with their financial institution in ways that simply weren’t possible before
• Conduct data-driven analyses to inform design decisions and use data to transform raw information into valuable insights to inform decision-making
• Create experience maps and multi-modal conversational prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
• Prototype and validate agentic experiences in close partnership with engineering and AI platforms
• Design for trust, control, and progressive autonomy in agentic systems
• Translate complex agentic platforms into scalable, repeatable experience patterns
• Champion experience led decision making in ambiguous, fast moving environments

Required qualifications, capabilities, and skills

• 3+ years in a user experience design, conversation design, content strategy or equivalent role dedicated to creating experience that are mediated primarily through dialogues between customers and technology
• Proven ability to create visually appealing and functional designs using industry-standard tools (e.g., Figma)
• Demonstrated experience in designing and optimizing user experiences across multiple platforms, including mobile, agentic, and conversational experiences
• Previous experience interpreting complex data and transforming it into actionable insights for informed decision-making
• Proficient understanding of inclusive design principles, accessibility guidelines, and assistive technologies, with a history of creating accessible and inclusive digital experiences

Preferred qualifications, capabilities, and skills

• Experimented with vibe-coding platforms such as Lovable or Claude Code
• Experience working with and testing user-facing AI/ML applications and/or workflows