UX Conversation Designer, Senior Associate

📍 Job Overview

Job Title: UX Conversation Designer, Senior Associate

Company: JPMorgan Chase & Co.

Location: Brooklyn, NY

Job Type: Full time

Category: User Experience (UX) Design / Conversational AI

Date Posted: March 02, 2026

Experience Level: 3+ Years (Senior Associate)

Remote Status: On-site

🚀 Role Summary

• Design and develop cutting-edge conversational AI experiences for internal employee services, specifically enhancing the "Ask JPMC" help phoneline.

• Leverage expertise in Large Language Models (LLMs) and traditional IVR systems to modernize user interactions.

• Drive user-centered design initiatives by blending business needs, user insights, and advanced AI technologies.

• Collaborate closely with cross-functional teams, including Machine Learning engineers, to train and refine AI models.

• Advocate for inclusive design practices to ensure accessibility and intuitiveness across all conversational interfaces.

📝 Enhancement Note: This role is positioned as a Senior Associate, indicating a need for demonstrated experience and the ability to work autonomously, while also providing opportunities for growth within a large enterprise. The focus on "Employee Experience" suggests a B2E (Business-to-Employee) application of UX and Conversational AI.

📈 Primary Responsibilities

• Design AI-powered, end-to-end use case flows for voice interfaces, with potential expansion into chat and multi-modal experiences for the "Ask JPMC" phoneline IVR system.

• Develop intuitive and user-centric solutions using decision trees, audio prototypes, and logic frameworks to improve efficiency and user engagement.

• Conduct or collaborate with UX Research teams to perform usability testing and gather critical user insights for iterative design improvements.

• Contribute to the broader Conversational AI strategy by leveraging NLU and LLM expertise, focusing on evolving design processes for LLM-based development and updating product-specific Design Systems.

• Analyze data to inform design decisions, transforming raw information into actionable insights for strategic decision-making.

• Partner with cross-functional teams, including ML engineers, to train LLMs based on Conversational Design principles and industry best practices.

• Facilitate ideation and alignment workshops with project stakeholders to ensure shared understanding and buy-in.

• Present design rationale and decisions to business stakeholders and the broader product/technology organization through compelling storytelling and comprehensive documentation.

📝 Enhancement Note: The responsibilities highlight a blend of core UX design, specialized conversation design, and AI/ML collaboration, typical for advanced roles in this domain within a large financial institution. The emphasis on data-driven analysis and stakeholder management is crucial for success.

🎓 Skills & Qualifications

Education:

Experience:

• 3+ years of experience or equivalent expertise in User Experience Design, Conversational AI Design, or similar roles focused on designing for voice-first products.

• Proven experience in designing and optimizing IVR and chat flows, including call routing, escalation paths, and error handling for both self-service and agent-assisted scenarios.

• Demonstrated experience designing across multiple platforms (web, mobile, other digital channels).

Required Skills:

• Deep understanding of audio branding, voice persona creation, and the impact of prosody, tone, and pacing on user experience.

• Proficiency in designing inclusive experiences, adhering to accessibility guidelines, and incorporating diverse perspectives.

• Ability to plan and organize design work from concept through execution, advocating for Conversational Design best practices.

• Strong ability to manage ambiguity, work autonomously, and multitask in an agile environment.

• Skill in interpreting complex data and transforming it into actionable insights for informed decision-making.

• Capability to develop innovative strategies and 'north star' representations that drive customer- and employee-centric decision-making.

• Familiarity with the user research and design process, including hypothesis validation, concept communication, and creating low/high fidelity prototypes for visual and conversational interfaces.

Preferred Skills:

• Ability to design end-to-end use case flows using 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/refine Visual and Conversational Design Language.

• Experience designing and deploying experiences using prompt playgrounds such as MindStudio or similar platforms.

• Prior experience supporting design work in employee assistant tools, Conversational AI, or AI-driven product teams.

• Experience in complex business domains or enterprise environments (e.g., financial services) 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, DevOps, frontend development, AI model deployment).

• Understanding of product lifecycles from a UX and conversational AI perspective.

📝 Enhancement Note: The qualifications emphasize a strong foundation in core UX principles, specialized conversational design skills, and a forward-thinking approach to AI integration. The preferred skills indicate a desire for candidates who can hit the ground running with specific tools and within enterprise contexts.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies demonstrating your end-to-end involvement in designing conversational AI experiences. These should highlight your process from initial research and ideation through to final design and iteration.

• Problem/Solution Framing: Clearly articulate the user problem or business challenge addressed by each project and how your conversational design solution effectively met those needs.

• Design Process Visualization: Include visual representations of your design process, such as user journey maps, decision trees, flowcharts, or wireframes, to illustrate your approach.

• Interactive Prototypes: Provide links to or examples of interactive prototypes or recorded demos of conversational flows (voice or chat) you have designed.

• Impact Metrics: Quantify the impact of your designs whenever possible, using metrics related to user satisfaction, task completion rates, efficiency gains, or engagement.

Process Documentation:

• Workflow Design & Optimization: Demonstrate your ability to map out complex conversational workflows, identify friction points, and design optimized paths for user interaction.

• LLM Integration & Training: Highlight projects where you've considered or directly contributed to training LLMs, incorporating conversational design principles for better model performance and user experience.

• Iterative Improvement: Showcase examples of how you've used user feedback, agent feedback, and data analysis to iterate on and improve existing conversational experiences.

• Cross-functional Collaboration: Illustrate how you've documented and communicated design decisions and processes to diverse teams (e.g., engineering, research, product management) to ensure alignment.

📝 Enhancement Note: A strong portfolio is critical for this role, emphasizing not just visual design but the strategic thinking, process, and impact of conversational AI solutions. Demonstrating experience with LLMs and iterative design will be key differentiators.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Care Coverage

• On-site Health And Wellness Centers

• Retirement Savings Plan

• Backup Childcare Services

• Tuition Reimbursement Programs

• Mental Health Support Resources

• Financial Coaching Services

Working Hours:

• Standard full-time work schedule, approximately 40 hours per week. While the role is on-site, JPMorgan Chase typically offers some flexibility within core business hours.

📝 Enhancement Note: The salary range is an estimate based on the provided AI data and general market research for similar roles in the specified location. Specific compensation will be determined by JPMC based on individual qualifications, experience, and internal pay equity. The listed benefits are comprehensive and reflect a large, established financial institution.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking, Investment Management, Financial Technology)

Company Size: Large Enterprise (100,000+ employees globally)

Founded: 2000 (JPMorgan Chase & Co. as a result of a merger, with predecessor institutions dating back to 1799)

Team Structure:

• The role is within the "Employee Experience" team, likely part of a larger Product, Technology, or HR organization.

• The UX Conversation Designer will report to a UX Design Lead or Manager, with close collaboration with Product Managers, UX Researchers, ML Engineers, and developers.

Methodology:

• Data-Driven Decision Making: Emphasis on using user data, agent feedback, and business metrics to inform design choices and measure impact.

• Agile Development: Projects will likely follow agile methodologies, requiring iterative design, frequent feedback loops, and adaptability.

• User-Centered Design: A core philosophy that prioritizes understanding and meeting the needs of employees as users.

• Innovation & Technology Adoption: A commitment to exploring and integrating new technologies, such as LLMs, to enhance user experiences and drive efficiency.

Company Website: https://www.jpmorganchase.com/

📝 Enhancement Note: JPMorgan Chase is a global financial powerhouse with a deeply ingrained culture of performance, compliance, and innovation. The "Employee Experience" team specifically focuses on internal tools and services, aiming to improve productivity and satisfaction for JPMC employees worldwide.

📈 Career & Growth Analysis

Operations Career Level: Senior Associate

Reporting Structure:

• The role reports to a UX Design Lead or Manager within the Employee Experience team.

• Close collaboration with Product Managers, Engineering Leads, and UX Researchers.

• Interaction with ML Engineers and data scientists for AI model development.

Operations Impact:

• The primary impact of this role is on improving internal employee productivity, efficiency, and satisfaction through intuitive and effective conversational AI tools.

• By enhancing the "Ask JPMC" phoneline, this role directly contributes to streamlining internal support, reducing operational costs, and freeing up human agent time for more complex issues.

Growth Opportunities:

• Specialization: Deepen expertise in Conversational AI, LLM integration, voice design, or specific AI platforms.

• Leadership: Transition into a Lead UX Conversation Designer role, managing projects and mentoring junior designers.

• Cross-Functional Mobility: Move into Product Management, UX Research, or specialized AI/ML strategy roles within the organization.

• Impact Expansion: Lead design efforts for other critical internal employee-facing applications or external customer-facing AI initiatives.

• Continuous Learning: Access to JPMC's extensive learning resources, conferences, and training programs for ongoing skill development in AI, UX, and financial technology.

📝 Enhancement Note: As a Senior Associate at a large firm like JPMC, career progression is structured. The role offers significant opportunities to build a specialization in a high-demand field (Conversational AI/LLMs) and leverage the company's vast resources for professional development.

🌐 Work Environment

Office Type: Corporate Office Environment

Office Location(s): 1 Metrotech Ctr, Brooklyn, NY (and potentially other JPMC offices)

Workspace Context:

• Collaborative Spaces: The office environment will likely feature a mix of open-plan workspaces, private offices, and meeting rooms designed for collaboration.

• Technology Access: Employees will have access to JPMC's robust IT infrastructure, including high-speed internet, company-provided hardware, and relevant software licenses.

• Team Interaction: Frequent opportunities for in-person interaction with the immediate UX team, product managers, and engineers, fostering a dynamic and communicative work environment.

• On-site Amenities: Likely access to on-site amenities such as cafeterias, fitness centers, and wellness resources.

Work Schedule:

• Primarily on-site, with a standard 40-hour work week. Core hours will likely be expected for team synchronization and meetings, but some flexibility may be available.

📝 Enhancement Note: The on-site requirement in Brooklyn suggests a commitment to in-person collaboration, which is often valued in design roles for brainstorming, feedback sessions, and team cohesion. Access to JPMC's extensive on-site facilities can enhance the overall employee experience.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A recruiter or hiring manager will review your application and resume, focusing on relevant UX and Conversational AI experience.

2. Portfolio Review & Screening Call: A hiring manager or senior designer will likely assess your portfolio for relevant case studies and conduct a screening call to gauge your experience, communication skills, and cultural fit.

3. Technical Interview(s): Expect interviews focused on your design process, experience with Conversational AI tools, LLMs, IVR systems, and your approach to user research and data analysis. This may include a practical exercise or design challenge.

4. Stakeholder/Team Interviews: Interviews with cross-functional team members (e.g., Product Managers, ML Engineers) to assess collaboration skills, understanding of technical constraints, and ability to articulate design rationale.

5. Final Interview: Possibly with a senior leader or director, focusing on strategic thinking, leadership potential, and alignment with JPMC's values.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest, most relevant projects that showcase your Conversational AI design skills, LLM experience, and impact.

• Tell a Story: For each case study, clearly outline the problem, your role, your process, the solutions you designed, and the measurable outcomes. Use visuals effectively.

• Highlight LLM/AI Integration: Specifically call out any projects where you've worked with or designed for LLM-powered systems, explaining your approach to prompt engineering, data training, or iterative improvement.

• Showcase Process: Demonstrate your understanding of the full design lifecycle, from research and ideation to prototyping and testing. Include artifacts like user flows, decision trees, and wireframes.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success of your designs. If exact numbers aren't available, explain the anticipated impact.

• Prepare for Discussion: Be ready to deep-dive into your projects, answer questions about your design decisions, and discuss trade-offs.

Challenge Preparation:

• Design a Conversational Flow: You might be asked to design a conversational flow for a specific scenario related to "Ask JPMC" or a similar internal service. Focus on clarity, efficiency, and user-friendliness.

• Problem-Solving: Be prepared for questions that test your ability to handle ambiguous situations, interpret data, and propose solutions.

• Technical Understanding: Brush up on concepts related to LLMs, NLU, IVR systems, and agile development methodologies. Be ready to discuss how these technologies influence design.

• Storytelling: Practice articulating your design rationale and the value of Conversational AI design to non-designers.

📝 Enhancement Note: The interview process at a large organization like JPMC is typically structured and thorough. A strong portfolio that clearly demonstrates relevant skills and a well-prepared approach to behavioral and technical questions are essential.

🛠 Tools & Technology Stack

Primary Tools:

• Conversational AI Design Platforms: Experience with tools for designing, prototyping, and testing conversational flows (e.g., specific IVR design tools, chatbot builders, prompt playgrounds).

• Visual Design & Prototyping: Figma (preferred), Sketch, Adobe XD, or similar for wireframing and visual design of interfaces.

• Prototyping Tools: InVision, Axure, or native Figma prototyping for interactive mockups.

• Collaboration Tools: Jira, Confluence, Slack, Microsoft Teams for project management and communication.

Analytics & Reporting:

• Data Analysis Tools: Familiarity with tools for analyzing user behavior data, NLU performance metrics, and IVR call logs (e.g., Tableau, Power BI, SQL for data extraction).

• Analytics Platforms: Google Analytics, Adobe Analytics, or internal JPMC analytics platforms for tracking user interactions.

CRM & Automation:

• CRM Systems: While not directly focused on sales CRM, understanding how conversational AI integrates with internal systems (like HRIS or IT ticketing systems) is beneficial.

• Automation Tools: Familiarity with workflow automation concepts and tools that might connect conversational interfaces to backend processes.

• LLM Platforms/APIs: Exposure to platforms or APIs for interacting with Large Language Models (e.g., OpenAI API, Azure OpenAI, Google AI Platform).

📝 Enhancement Note: Proficiency in Figma is explicitly mentioned as preferred, making it a strong signal for candidates to highlight. Experience with LLM platforms and data analysis tools will be highly advantageous given the role's focus on modern AI.

👥 Team Culture & Values

Operations Values:

• Integrity First: Upholding the highest ethical standards in all design and development activities, crucial in the financial services sector.

• Client-Centricity (Employee-Centricity in this context): A deep commitment to understanding and serving the needs of employees, ensuring solutions are intuitive and valuable.

• Innovation: Continuously seeking new and better ways to leverage technology, including AI, to solve problems and enhance user experiences.

• Excellence: Striving for high-quality outcomes, meticulous attention to detail, and driving impactful results.

• Teamwork & Collaboration: Fostering a collaborative environment where diverse perspectives are valued, and collective success is prioritized.

Collaboration Style:

• Cross-Functional Integration: The role demands seamless collaboration with diverse teams, including product management, engineering (front-end and ML), UX research, and business stakeholders.

• Open Communication: Encouraging transparency and open dialogue to ensure alignment on design goals, technical feasibility, and project timelines.

• Feedback Culture: A willingness to give and receive constructive feedback to continuously improve designs and processes.

• Data-Informed Iteration: A culture that values data-driven adjustments and iterative refinement of conversational experiences.

📝 Enhancement Note: JPMC’s core values are deeply embedded in its culture. For this role, translating these values into the context of employee experience and AI-driven design is key. The emphasis on integrity and excellence is paramount in the financial industry.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing AI Capabilities with User Needs: Effectively integrating advanced LLM capabilities without overwhelming users or creating complex interactions, while ensuring practical utility for the "Ask JPMC" phoneline.

• Data Privacy & Security: Navigating strict data privacy and security regulations inherent in a financial institution when designing AI-powered solutions.

• Legacy System Integration: Modernizing an existing IVR system and integrating new AI technologies with potentially older infrastructure.

• Cross-Functional Alignment: Ensuring buy-in and seamless collaboration across diverse teams with varying priorities and technical understanding.

• Measuring Impact: Quantifying the ROI and user satisfaction improvements of complex AI-driven conversational experiences.

Learning & Development Opportunities:

• AI & LLM Specialization: Deep dive into prompt engineering, LLM fine-tuning, and ethical AI design practices.

• Advanced UX Research: Gain expertise in specialized research methodologies for conversational interfaces and AI products.

• Enterprise UX: Develop a strong understanding of designing for large-scale, complex enterprise environments and their unique challenges.

• Financial Services Domain: Acquire in-depth knowledge of the financial services industry and its specific operational needs.

• Leadership Training: Access to JPMC's comprehensive leadership development programs for aspiring design leaders.

📝 Enhancement Note: The challenges presented are typical for roles involving AI integration in large, regulated industries. The growth opportunities are substantial, allowing for deep specialization and career advancement within a leading financial institution.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a conversational experience that significantly improved user efficiency or task completion. What was your process, and how did you measure success?" (Focus on your process, metrics, and impact.)

• "How would you approach designing a conversational flow for an employee seeking IT support for a common issue, considering both traditional IVR and potential LLM capabilities?" (Demonstrate your understanding of decision trees, error handling, and LLM prompt design.)

Company & Culture Questions:

• "How do you ensure your designs are inclusive and accessible, especially for voice interfaces?" (Connect to JPMC's commitment to diversity and inclusion.)

• "Describe your experience collaborating with engineers, especially those working with AI/ML. How do you ensure effective communication and alignment?" (Highlight your cross-functional collaboration skills.)

Portfolio Presentation Strategy:

• Start with the 'Why': Clearly state the problem and the business/user need for each project.

• Show, Don't Just Tell: Use visuals (flows, prototypes, screenshots) to illustrate your design decisions and process.

• Highlight Your Role & Process: Be specific about your contributions and the methodologies you employed (e.g., Design Thinking, user research, iterative design).

• Quantify Impact: Present metrics and outcomes clearly. If direct metrics are unavailable, discuss anticipated impact and how you would measure it.

• Address LLM/AI Specifics: For relevant projects, explain your approach to prompt engineering, data considerations, and how you integrated AI capabilities.

• Conclude with Learnings: Briefly touch upon key learnings or areas for future improvement from each project.

📝 Enhancement Note: Preparing specific examples that showcase your expertise in Conversational AI, LLMs, and user-centered design within an enterprise context will be crucial. Demonstrating your understanding of JPMC's values and industry will also be beneficial.

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📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Oracle Cloud link.

• Customize Your Resume: Tailor your resume to highlight keywords from the job description, such as "UX Conversation Designer," "Conversational AI," "LLMs," "IVR," "NLU," "Figma," and "user research." Focus on quantifiable achievements in previous roles.

• Curate Your Portfolio: Select 2-3 of your most relevant projects that best demonstrate your skills in conversational design, LLM integration, and user-centered problem-solving. Ensure it's easily accessible and well-organized.

• Prepare Your Narrative: Practice articulating your experience, design process, and career aspirations, especially how they align with JPMC's goals and the "Employee Experience" team's mission. Be ready to discuss specific case studies in detail.

• Research JPMC: Understand the company's mission, values, and recent innovations in AI and employee experience. This will help you tailor your responses and demonstrate genuine interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.