Experience Design Chat Conversation, Vice President

Shape the future of user experience with strategic design initiatives that blend business needs and user insights.

As an Experience Designer Vice President for our virtual assistant for text(chat) interactions , you will play a pivotal role in shaping the user experience across our products and services.

Leveraging your deep knowledge of design and research practices to lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs.

As a subject matter expert, collaborate with cross-functional teams, guide, and mentor junior designers, and foster a culture of inclusivity and accessibility.

Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

The product will serve as a key touchpoint for customers navigating their financial lives on CBO Web and Mobile.

This position is ideal for a design leader who combines deep expertise in conversation design with a strong understanding of language models (NLU and LLM) who can effectively mentor other designers, manage cross-functional stakeholders, and advocate for user-centered design through compelling storytelling.

Job responsibilities


* Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas


* Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.


* Role-model the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion


* Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions


* Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels


* Help drive the strategic vision for conversational AI at Chase, ensuring that our solutions not only enhance customer experience but also position Chase as a leader in the competitive landscape of conversational technology in finance


* Lead and execute the design of conversational flows for AI-driven tools, including chatbots and IVRs, while advancing NLU and LLM experiences across products and drive strategic alignment with AI/ML initiatives and company goals


* Articulate design rationale and decisions with clarity and impact through engaging storytelling, comprehensive documentation, and persuasive presentations, ensuring alignment and understanding among stakeholders


* Collaborate with ML and Data teams to train and refine NLU models based on conversational design principles ...