UX Conversation Designer, Senior Associate

📍 Job Overview

Job Title: UX Conversation Designer, Senior Associate

Company: JPMorgan Chase & Co.

Location: Brooklyn, NY (New York City Metropolitan Area)

Job Type: Full time

Category: User Experience (UX) Design / Conversational AI

Date Posted: April 29, 2026

Experience Level: Mid-Senior Level (3-5 years)

Remote Status: On-site

🚀 Role Summary

• Spearhead the design and development of conversational experiences for internal employee-facing tools, with an initial focus on modernizing the "Ask JPMC" help phoneline.

• Leverage expertise in Conversation Design, UX Research, and AI technologies, including Large Language Models (LLMs) and Natural Language Understanding (NLU), to create intuitive and efficient user interactions.

• Drive strategic initiatives by blending business needs, user insights, and cutting-edge AI to enhance employee experience across various internal products and services.

• Collaborate closely with cross-functional teams, including Machine Learning engineers, product managers, and UX researchers, to ensure seamless integration of conversational AI into the product development lifecycle.

• Advocate for user-centered and inclusive design practices, ensuring all conversational interfaces are accessible, intuitive, and meet diverse user needs.

📝 Enhancement Note: While the title is "UX Conversation Designer," the core responsibilities and requirements indicate a strong focus on Conversational AI and practical application within an enterprise environment, particularly for internal tools. The role emphasizes modernizing existing IVR systems with LLM capabilities, positioning it as a blend of traditional UX design and specialized AI interaction design. The "Senior Associate" title, combined with the 3+ years of experience requirement, suggests a role with significant individual contribution and potential to influence design direction.

📈 Primary Responsibilities

• Design AI-powered, end-to-end use case flows for voice, chat, and multi-modal interfaces, specifically for the "Ask JPMC" phoneline IVR system, utilizing decision trees, audio prototypes, and logic frameworks.

• Develop and optimize IVR and chat flows, encompassing call routing, escalation paths, and error handling for both self-service and agent-assisted scenarios.

• Craft clear, concise, and user-centric audio and text prompts and scripts, tailored to diverse employee segments and designed to enhance user engagement and drive efficiency.

• Conduct or collaborate with UX Research teams to perform usability testing, observational testing, and other research methodologies to gather actionable user insights.

• Operate with an iterative design mindset, continuously gathering and incorporating user and agent feedback to refine the "Ask JPMC" phoneline experience.

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

• Conduct data-driven analyses to inform design decisions, transforming raw information into valuable insights that guide the development of intuitive and effective conversational experiences.

• Collaborate with Machine Learning (ML) teams to train LLMs, ensuring alignment with Conversational Design principles and industry best practices.

• Facilitate ideation and alignment workshops with project stakeholders to ensure comprehensive understanding and buy-in for proposed design solutions.

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

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking and hands-on design execution. The emphasis on "Ask JPMC phoneline" indicates a specific, high-impact internal initiative. The requirement to collaborate with ML teams on LLM training and contribute to Design System evolution points to a technically informed design role. The responsibility for conducting data-driven analyses is crucial for operations-minded candidates.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 3+ years of experience in User Experience (UX) Design, Conversational AI Design, or similar roles focused on designing voice-first products and digital interfaces.

• Demonstrated experience in designing and optimizing traditional IVR and chat flows for self-service and agent-assisted scenarios.

• Proven ability to develop clear and engaging audio and text prompts and scripts.

• Experience designing across multiple digital platforms, including web and mobile applications.

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

• Experience in planning and organizing design work from concept to execution, advocating for Conversational Design best practices.

• Ability to manage ambiguity, work autonomously, and multitask effectively within an agile environment.

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

• Proven ability to develop innovative strategies and create "north star" representations to drive customer- and employee-centric decision-making.

Required Skills:

• Conversation Design: Expertise in designing conversational flows, dialogue management, and user interaction for voice and chat interfaces.

• UX Design Principles: Strong understanding of user-centered design, interaction design, and user journey mapping.

• IVR Systems: Solid understanding of Interactive Voice Response (IVR) technologies, call routing, and experience optimizing traditional voice systems.

• Conversational AI Technologies: Familiarity with Natural Language Understanding (NLU) and Large Language Models (LLMs) and their application in conversational interfaces.

• Design Thinking: Proficiency in applying design thinking methodologies to solve complex user problems.

• UX Research Practices: Experience conducting or collaborating on usability testing, user interviews, and data analysis to inform design decisions.

• Prototyping Tools: Ability to create audio and text prototypes, and potentially visual wireframes and prototypes using tools like Figma.

• Inclusive Design & Accessibility: Commitment to and understanding of designing accessible and inclusive experiences for diverse user groups.

Preferred Skills:

• Visual UX Design Tools: Experience with Figma for wireframing and prototyping visual interfaces.

• Design Systems: Familiarity working within or contributing to Design Systems, including Conversational UI components and visual/conversational design language.

• Prompt Engineering Tools: Experience with prompt playgrounds such as MindStudio or similar LLM interaction design tools.

• Employee Assistant Tools: Prior experience designing for employee-facing applications, conversational AI, or AI-driven product teams.

• Enterprise/Financial Services Domain: Experience working in complex business domains, enterprise environments, or financial services, particularly on large-scale transformation programs involving AI.

• Technical Acumen: Ability to understand and articulate how technical constraints and opportunities (including AI/ML capabilities) influence design solutions.

• Agile Development Methodologies: Familiarity with agile, DevOps, frontend development structures, and AI model deployment lifecycles.

• Product Lifecycle Understanding: Knowledge of product lifecycles from a UX and Conversational AI perspective.

📝 Enhancement Note: The "Required Skills" section has been expanded to explicitly list core competencies derived from the job description, emphasizing both foundational UX and specialized Conversational AI skills. The "Preferred Skills" section includes tools and domain experience that would offer a distinct advantage, as inferred from the job description's mention of Figma, prompt playgrounds, and enterprise environments. The experience requirement has been interpreted as 3-5 years based on the "Senior Associate" title and the complexity of responsibilities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end conversational design projects, demonstrating your process from initial concept to final execution.

• Include case studies that highlight your ability to design intuitive voice and chat flows, including decision trees, prompt scripting, and error handling strategies.

• Present examples of how you've used user research and data analysis to inform and iterate on conversational designs.

• Demonstrate your understanding of how to integrate conversational AI into larger product ecosystems or employee workflows.

Process Documentation:

• For each project, clearly articulate the design process followed, including user research methodologies, ideation techniques, and prototyping methods used.

• Provide examples of how you've documented conversational logic, user flows, and dialogue scripts.

• Showcase your ability to incorporate feedback from user testing and stakeholder reviews into iterative design improvements.

• Demonstrate how you've translated complex business needs or technical constraints into practical, user-friendly conversational solutions.

📝 Enhancement Note: This section infers typical portfolio expectations for a Conversation Designer role, especially one involving modernization and LLMs. The focus is on demonstrating a structured approach to design, a deep understanding of conversational mechanics, and the ability to translate user needs and business goals into effective AI interactions. Practical examples of process documentation are crucial for this type of role.

💵 Compensation & Benefits

Salary Range: $114,000 - $165,000 USD per year (estimated based on provided AI data for Senior Associate level in New York City)

Benefits:

• Comprehensive health care coverage

• On-site health and wellness centers

• Retirement savings plan

• Backup childcare services

• Tuition reimbursement programs

• Mental health support resources

Working Hours:

• Standard full-time work schedule, likely 40 hours per week. Some flexibility may be expected to accommodate project deadlines and cross-functional team collaboration, particularly given the agile environment.

📝 Enhancement Note: The salary range is directly taken from the provided AI data, which is a strong indicator for this role and location. The benefits listed are also directly from the input. The working hours are inferred from "Full time" employment type and the typical 40-hour work week standard, with a note on potential flexibility common in agile environments.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: JPMorgan Chase & Co. is a global leader in financial services, employing over 300,000 people worldwide. This large, established enterprise environment offers stability, extensive resources, and opportunities for impact across a vast organization. For operations professionals, this means navigating complex processes, working with established systems, and contributing to large-scale strategic initiatives.

Founded: 2000 (merger of Chase Manhattan Corporation and J.P. Morgan & Co.), with roots tracing back over 200 years. This long history signifies a deep understanding of the financial markets, a strong commitment to stability, and a culture that values tradition alongside innovation.

Team Structure:

• The role is within the "Employee Experience team," suggesting a focus on internal products and services that support the workforce.

• The team likely comprises a mix of UX designers, conversation designers, UX researchers, product managers, and potentially business analysts or project managers focused on internal tools.

• Collaboration with cross-functional teams, including Machine Learning (ML) engineers and other technology groups, will be a significant aspect of the role.

Methodology:

• Data-Driven Design: The company emphasizes using data to inform decisions, and this role specifically requires conducting data-driven analyses to refine conversational experiences.

• Agile Development: The environment operates within an agile framework, requiring iterative design, quick adaptation, and continuous collaboration.

• User-Centricity: A strong focus on user needs, whether internal employees or external customers, is a core tenet, driving the need for UX research and user feedback integration.

• Inclusive Design: A commitment to ensuring products and services are accessible and intuitive for all users is a key principle.

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

📝 Enhancement Note: The company description provides context on JPMorgan Chase's scale and history, which is vital for understanding the operational environment. The inferred team structure and methodology are based on the role's description within "Employee Experience" and general industry practices for large financial institutions and UX teams.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a "Senior Associate," indicating a mid-to-senior level position. It requires a solid foundation of 3+ years of experience and the ability to work autonomously, manage ambiguity, and contribute to strategic initiatives. While not yet a lead or manager role, it carries significant responsibility for specific design outcomes and influences the direction of conversational AI for employee tools.

Reporting Structure: The Senior Associate will likely report to a UX Design Manager or a Director within the Employee Experience domain. They will collaborate extensively with peers in UX, Conversation Design, and UX Research, as well as with cross-functional partners in Product Management and Machine Learning engineering.

Operations Impact: The primary impact of this role is on enhancing the efficiency, productivity, and overall experience of JPMorgan Chase employees by improving internal support systems like the "Ask JPMC" phoneline. By leveraging Conversational AI and LLMs, this role directly contributes to streamlining internal operations, reducing resolution times, and improving employee satisfaction, which indirectly impacts business outcomes.

Growth Opportunities:

• Specialization: Deepen expertise in Conversational AI, LLM design, and voice interface design, becoming a go-to subject matter expert within the organization.

• Leadership: Progress into a Lead Conversation Designer or UX Design Lead role, managing projects, mentoring junior designers, and taking on more strategic design leadership.

• Cross-Functional Mobility: Transition into roles within Product Management, UX Research, or AI/ML Strategy, leveraging a strong understanding of user needs and technical capabilities.

• Enterprise Impact: Contribute to larger transformation programs within JPMorgan Chase, applying conversational design expertise to a wider range of internal and potentially external-facing products.

📝 Enhancement Note: This analysis focuses on the career trajectory within a large, established corporation like JPMorgan Chase, emphasizing specialization, leadership potential, and the impact of UX/Conversational AI roles on operational efficiency.

🌐 Work Environment

Office Type: This is an on-site role, indicating a traditional office environment within JPMorgan Chase's Brooklyn location. This setting facilitates in-person collaboration, team cohesion, and access to on-site resources.

Office Location(s): 1 Metrotech Center, Brooklyn, NY. This is a prime location within a major business and technology hub in New York City, offering good accessibility and a dynamic work environment.

Workspace Context:

• Collaborative Hub: The office will likely feature collaborative spaces, meeting rooms, and potentially dedicated UX labs or research facilities to support team interaction and user testing.

• Technology Access: Employees will have access to enterprise-grade technology, including high-performance workstations, necessary design and communication software, and robust IT support.

• Team Interaction: The on-site nature promotes spontaneous interactions, informal knowledge sharing, and a strong sense of team camaraderie, which is beneficial for complex design problem-solving.

Work Schedule: The role is full-time, with an expected 40-hour work week. While the core hours are likely standard business hours, the agile environment may require some flexibility to accommodate project timelines, cross-team collaboration, and potentially global team interactions if applicable.

📝 Enhancement Note: The on-site requirement dictates the description of the work environment, focusing on the benefits and context of working from a corporate office in a major city.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.

• Portfolio Review & Design Exercise: Candidates will be asked to present their portfolio, highlighting relevant conversational design projects. This may be followed by a design exercise or case study to evaluate problem-solving skills, design thinking, and ability to articulate rationale.

• Technical/Skills Interview: Interviews with team members (e.g., other designers, ML engineers) to delve deeper into technical skills, understanding of AI/LLMs, UX research, and practical application of design principles.

• Stakeholder Interview: A meeting with key stakeholders (e.g., product managers, business leads) to assess strategic thinking, collaboration capabilities, and alignment with business objectives.

• Final Interview: Potentially a final interview with a senior leader to confirm fit and discuss career growth.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the problem you solved, your role in the solution, the process you followed, and the measurable outcomes or impact of your conversational designs.

• Showcase Process: Detail your approach to understanding user needs, ideating solutions, prototyping, testing, and iterating. For LLM projects, explain how you leveraged or guided the model.

• Highlight Conversational Mechanics: Provide specific examples of dialogue flows, prompt design, error handling strategies, and how you ensured clarity and naturalness in interactions.

• Demonstrate Data-Driven Decisions: Include instances where data (user feedback, analytics, A/B tests) informed your design choices and led to improvements.

• Address LLM Integration: If possible, showcase projects that involved working with or designing for LLM-powered features, explaining your approach to prompt engineering and managing AI outputs.

• Storytelling: Frame your projects as compelling narratives that demonstrate your problem-solving skills and design expertise.

Challenge Preparation:

• Anticipate Design Challenges: Be prepared for a design challenge that might involve defining a conversational flow for a specific employee query, optimizing an existing interaction, or outlining how to integrate LLM capabilities into an employee tool.

• Structure Your Approach: For any challenge, outline your understanding of the problem, user needs, proposed solution, key design considerations (e.g., error handling, persona), and how you would measure success.

• Articulate Rationale: Clearly explain why you made certain design decisions, referencing UX principles, Conversational AI best practices, and potential business impact.

• Consider Technical Constraints: Think about how technical limitations or opportunities (like LLM capabilities) might influence your design.

📝 Enhancement Note: This section provides actionable advice tailored to a Conversation Designer role, emphasizing the unique aspects of portfolio presentation for AI-driven interactions and preparation for common interview stages in tech/design roles at large corporations.

🛠 Tools & Technology Stack

Primary Tools:

• Conversational AI Design Platforms: Experience with tools for designing and prototyping conversational flows (e.g., Voiceflow, Rasa, Botmock, or proprietary internal tools). Familiarity with prompt engineering interfaces and LLM playgrounds.

• UX Design & Prototyping: Proficiency in tools like Figma for wireframing, prototyping visual interfaces, and potentially creating design system components.

• Collaboration Tools: Experience with tools such as Jira, Confluence, Slack, Microsoft Teams for project management, communication, and documentation.

• Diagramming & Flowcharting Tools: Tools like Lucidchart, Miro, or Visio for mapping out complex decision trees, user flows, and system interactions.

Analytics & Reporting:

• User Research Platforms: Familiarity with tools for conducting remote usability testing and gathering user feedback.

• Data Analysis Tools: Ability to interpret data from analytics platforms, user surveys, and testing results to inform design decisions. Experience with tools like Excel, Tableau, or similar for basic data analysis and visualization.

CRM & Automation:

• While not a core CRM role, understanding how conversational interfaces integrate with employee support systems or internal knowledge bases is beneficial. Awareness of workflow automation principles is also relevant.

📝 Enhancement Note: This section infers the likely technology stack based on the role's requirements, emphasizing both specialized Conversational AI tools and standard UX/collaboration software prevalent in enterprise environments. The mention of "proprietary internal tools" acknowledges that large companies often have their own systems.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental value driving all design decisions, ensuring that the needs and experiences of employees are prioritized.

• Innovation: Encouraging the exploration and adoption of new technologies like LLMs to solve complex problems and improve efficiency.

• Collaboration: Fostering a team environment where cross-functional partnerships are strong, and ideas are shared openly to achieve collective goals.

• Data-Driven Decision Making: Relying on insights from research and analytics to validate hypotheses and guide design iterations, ensuring effectiveness and impact.

• Inclusivity and Accessibility: A commitment to creating experiences that are usable and beneficial for all employees, regardless of background or ability.

• Efficiency and Excellence: Striving for high-quality, efficient solutions that streamline processes and contribute to the overall success of the organization.

Collaboration Style:

• Cross-Functional Integration: Expect to work closely with product managers to align on strategy, ML engineers to implement AI capabilities, and UX researchers to validate designs.

• Iterative Feedback Loops: A culture of continuous feedback, where designs are shared early and often, and constructive criticism is welcomed to refine solutions.

• Knowledge Sharing: Encouraging the sharing of best practices, learnings from projects, and insights into emerging conversational AI trends through presentations, documentation, and informal discussions.

📝 Enhancement Note: These values and collaboration styles are inferred based on JPMorgan Chase's corporate identity, the nature of UX and Conversational AI roles, and the emphasis on innovation and data within a large financial institution.

⚡ Challenges & Growth Opportunities

Challenges:

• Modernizing Legacy Systems: Transitioning an established IVR system to leverage LLMs involves technical complexity, integration challenges, and managing user expectations accustomed to older interfaces.

• Balancing AI Capabilities with User Needs: Ensuring that advanced AI features enhance, rather than complicate, the user experience, and that the AI's output is reliable and relevant.

• Data Privacy and Security: Working within a highly regulated financial institution requires strict adherence to data privacy and security protocols when designing and implementing AI solutions.

• Stakeholder Alignment: Gaining buy-in and maintaining alignment across diverse stakeholder groups with varying priorities and technical understanding.

• Measuring Impact: Quantifying the success of conversational AI initiatives in terms of efficiency gains, user satisfaction, and operational improvements.

Learning & Development Opportunities:

• Cutting-Edge AI Technologies: Direct exposure to and hands-on experience with Large Language Models (LLMs) and advanced Natural Language Understanding (NLU) techniques.

• Enterprise-Scale Design: Gaining experience designing for a global enterprise with complex systems and a vast user base.

• Specialized Training: Opportunities for professional development in areas like advanced conversation design, prompt engineering, AI ethics, and UX research methodologies.

• Mentorship: Potential to learn from experienced designers, AI specialists, and product leaders within JPMorgan Chase.

📝 Enhancement Note: Challenges are identified based on the specifics of modernizing IVR with LLMs in a financial services context. Growth opportunities focus on the unique learning experiences available at a large tech-forward organization.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex conversational AI project you led. What was the business problem, your specific role, the challenges you faced, and the outcome?" (Focus on end-to-end process, LLM integration, and measurable impact.)

• "How would you approach designing a conversational flow for an employee needing IT support for a common software issue? Walk me through your thought process, from understanding the need to designing the interaction." (Demonstrate structured problem-solving, user empathy, and design choices.)

Company & Culture Questions:

• "What do you know about JPMorgan Chase's approach to technology and employee experience? How do you see your role contributing to that?" (Research the company's recent tech initiatives and employee value proposition.)

• "How do you ensure your designs are inclusive and accessible? Provide an example of a time you advocated for or implemented inclusive design principles." (Align with the company's stated commitment to diversity and inclusion.)

Portfolio Presentation Strategy:

• Curate Selectively: Choose 2-3 of your strongest, most relevant projects that showcase your conversational design skills, LLM experience (if applicable), and problem-solving abilities.

• Tell a Story: For each project, clearly articulate the problem, your specific contributions, the design process, key decisions, challenges, and the impact/results. Use visuals and audio where appropriate.

• Focus on Process, Not Just Polish: Explain how you arrived at your solutions, detailing your research, ideation, prototyping, and testing phases.

• Be Ready for Deep Dives: Prepare to answer detailed questions about your design choices, technical considerations, and how you handled feedback.

• Connect to the Role: Explicitly link your project experiences and skills to the requirements of this specific UX Conversation Designer role at JPMorgan Chase.

📝 Enhancement Note: These questions and strategies are tailored to the specific role of a UX Conversation Designer at a large financial institution, focusing on AI, employee experience, and enterprise-level collaboration.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Oracle Cloud application link.

• Curate Your Portfolio: Select 2-3 key projects that best demonstrate your conversational design expertise, particularly any experience with IVR modernization, LLMs, or voice-first interfaces. Ensure each case study clearly outlines the problem, your process, your role, and the measurable outcomes.

• Tailor Your Resume: Highlight keywords from the job description, such as "Conversation Design," "UX Design," "Conversational AI," "IVR Systems," "LLMs," "NLU," "UX Research," and "Figma." Quantify achievements whenever possible (e.g., "Improved user task completion rate by X%").

• Prepare Your Narrative: Practice articulating your design rationale and project stories concisely and compellingly. Be ready to explain your approach to user-centered design, data analysis, and cross-functional collaboration.

• Research JPMorgan Chase: Understand the company's mission, values, and recent technological initiatives, especially in AI and employee experience. Familiarize yourself with their commitment to diversity and inclusion.

⚠️ 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.