UX Conversation Designer, Senior Associate

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 e...