UX Conversation Designer, Vice President

📍 Job Overview

Job Title: UX Conversation Designer, Vice President

Company: JPMorgan Chase & Co.

Location: Brooklyn, NY (New York)

Job Type: Full time

Category: User Experience / Conversational AI Design

Date Posted: 2026-08-10

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Design and optimize AI-powered conversational experiences for internal employee-facing applications, with an initial focus on the "Ask JPMC" help phoneline IVR system.

• Leverage expertise in Large Language Models (LLMs), Natural Language Understanding (NLU), and traditional IVR systems to enhance user-centricity, drive efficiency, and improve user engagement.

• Collaborate extensively with cross-functional teams, including Machine Learning engineers, product managers, and UX researchers, to integrate conversational design principles into the product development lifecycle.

• Translate complex user insights and data analyses into compelling design rationales and actionable deliverables, advocating for user-centered design through effective storytelling and documentation.

📝 Enhancement Note: This role is a Vice President level position within JPMorgan Chase's Employee Experience team, focusing on the critical intersection of conversational AI, UX design, and internal enterprise applications. The emphasis on updating an existing IVR system with LLM capabilities suggests a significant strategic initiative to modernize internal support systems, requiring a blend of traditional IVR design skills and forward-looking AI design expertise. The role demands strong leadership in design thinking, cross-functional collaboration, and the ability to influence stakeholders through data-driven insights and clear communication.

📈 Primary Responsibilities

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

• Develop and optimize IVR and chat flows, including call routing, escalation paths, and error handling for both self-service and agent-assisted scenarios, ensuring intuitive and efficient user journeys.

• Conduct or collaborate with UX Research to perform usability testing, observational testing, and other research methods to gather critical user insights and inform iterative design improvements.

• Leverage expertise in NLU and LLM experiences to contribute to the broader Conversational AI strategy, defining how design processes evolve with LLMs and updating product-specific design systems.

• Conduct data-driven analyses to inform design decisions, transforming raw information into valuable insights that support informed decision-making and strategic planning for conversational interfaces.

• Collaborate with ML teams to train LLMs based on Conversational Design principles and industry best practices, ensuring AI models align with user needs and business objectives.

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

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

• Champion inclusive design practices to ensure the "Ask JPMC" help phoneline is intuitive, accessible, and caters to diverse user segments.

📝 Enhancement Note: The responsibilities highlight a dual focus on both the strategic evolution of conversational AI within the enterprise and the tactical execution of designing and refining specific user interfaces like the "Ask JPMC" IVR. The requirement to "conduct data driven analyses" and "collaborate with ML teams to train LLMs" indicates a highly technical and analytical aspect to the role, going beyond traditional UX responsibilities into the realm of AI model development support. The VP title implies significant autonomy and responsibility for driving design strategy and outcomes.

🎓 Skills & Qualifications

Education: Bachelor's degree in Human-Computer Interaction, Design, Computer Science, Linguistics, Psychology, or a related field, or equivalent practical experience.

Experience: 5-10 years of progressive experience in User Experience Design, Conversational AI Design, or similar roles with a proven track record of designing for voice-first products and complex enterprise systems.

Required Skills:

• Conversation Design: Deep expertise in designing intuitive, effective, and engaging conversational flows for voice and chat interfaces.

• IVR Systems: Strong understanding and experience in designing, optimizing, and troubleshooting Interactive Voice Response (IVR) systems, including call routing, escalation, and error handling.

• UX Research Practices: Proficiency in planning and conducting various user research methodologies (usability testing, observational testing, user interviews) and translating findings into actionable design recommendations.

• Design Thinking: Proven ability to apply Design Thinking principles throughout the product development lifecycle, from problem identification to solution prototyping and validation.

• Large Language Models (LLMs) & NLU: Familiarity with the capabilities and application of LLMs and Natural Language Understanding (NLU) in conversational AI design.

• Voice Interface Design: Understanding of audio branding, voice persona creation, and the impact of prosody, tone, and pacing on user experience.

• Prototyping: Experience creating audio and text prompts/scripts, and developing low to high-fidelity prototypes for both visual and conversational interfaces.

• Inclusive Design & Accessibility: Demonstrated experience in creating accessible designs that adhere to WCAG guidelines and incorporate diverse user perspectives.

• Agile Methodology: Ability to manage ambiguity, work autonomously, and multi-task effectively within an agile development environment.

• Data Analysis & Interpretation: Skill in interpreting complex data, transforming raw information into actionable insights, and using data to inform design decisions.

• Stakeholder Management & Storytelling: Ability to plan and organize design work, advocate for best practices, and present design rationale with clarity and impact through compelling storytelling.

Preferred Skills:

• Visual UX Design Tools: Proficiency in tools like Figma for wireframing and prototyping, especially for visual UX design.

• Design System Experience: Familiarity with working within and contributing to design systems, including Conversational UI components and developing visual/conversational design languages.

• Prompt Engineering Platforms: Experience designing and deploying experiences using prompt playgrounds like MindStudio or similar tools.

• Enterprise/Financial Services Experience: Prior experience working in complex business domains, particularly financial services, on large-scale transformation programs involving AI tool deployment.

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

• Product Lifecycle Understanding: Familiarity with product lifecycles from a UX and conversational AI perspective, understanding how experiences evolve.

📝 Enhancement Note: The required skills emphasize a blend of core UX competencies, specialized conversational AI design expertise, and a strong analytical foundation. The preference for LLM and prompt playground experience, alongside traditional IVR knowledge, points to a role at the forefront of AI integration. The VP level suggests that the ability to lead initiatives, manage ambiguity, and influence stakeholders through data-driven storytelling is paramount.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies demonstrating end-to-end conversational design projects, from initial concept and research to final implementation and impact.

• Process Optimization Examples: Include specific examples of how your design process led to measurable improvements in user efficiency, task completion rates, or engagement metrics.

• System Integration Scenarios: If applicable, present examples where your conversational designs integrated seamlessly with existing enterprise systems or workflows.

• ROI Demonstration: Quantify the business impact of your designs where possible, highlighting return on investment (ROI) through metrics such as cost savings, increased productivity, or improved user satisfaction.

Process Documentation:

• Workflow Design & Optimization: Provide documentation or examples of how you map out complex user journeys, design decision trees, and optimize conversational flows based on user feedback and data.

• System Implementation & Automation: Illustrate your understanding of implementing conversational AI solutions, including collaboration with development teams and considerations for automation.

• Measurement & Performance Analysis: Demonstrate how you establish key performance indicators (KPIs) for conversational interfaces and analyze performance data to identify areas for continuous improvement.

📝 Enhancement Note: For a VP-level role in Conversational AI and UX, a portfolio should not just showcase final designs but also the strategic thinking, research rigor, and iterative process behind them. Emphasis should be placed on demonstrating the ability to influence product direction, manage complex projects, and quantify the business impact of design decisions, especially in the context of AI and enterprise systems.

💵 Compensation & Benefits

Salary Range: $142,500 - $205,000 USD per year.

• This range is based on the provided AI-estimated salary data, reflecting a Vice President level role with 5-10 years of experience in a high-cost-of-living area like New York City. Actual compensation will be determined by the candidate's specific experience, skills, qualifications, and the company's internal compensation structure. Benefits:

• Comprehensive Health Care Coverage: Includes medical, dental, and vision insurance options.

• Retirement Savings Plan: A robust 401(k) plan with potential company matching contributions.

• Backup Childcare: Support for employees needing temporary childcare solutions.

• Tuition Reimbursement: Assistance for continuing education and professional development.

• Mental Health Support: Access to resources and programs for mental well-being.

• Financial Coaching: Guidance and support for personal financial planning.

• On-site Health and Wellness Centers: Convenient facilities for employee health and wellness.

Working Hours: Standard full-time work week, typically 40 hours per week. While the role is on-site, JPMorgan Chase often offers some flexibility in daily scheduling, dependent on team needs and project demands.

📝 Enhancement Note: The provided salary range is a strong indicator for a VP-level role in the financial services industry in New York. The benefits package is comprehensive, aligning with typical offerings from large, established financial institutions, and includes specific support for work-life balance and professional growth, which are attractive to experienced professionals in demanding roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services & Technology. JPMorgan Chase operates at the forefront of the financial industry, integrating advanced technology and AI to deliver innovative solutions globally. This context means operations professionals must understand both financial regulations and cutting-edge tech trends.

Company Size: Large Enterprise (50,000+ employees). This scale implies robust processes, extensive resources, and opportunities for impact across a vast organization, but also necessitates strong navigation skills within a complex structure.

Founded: 2000 (merger of Chase Manhattan and J.P. Morgan & Co.), with roots tracing back over 200 years. This long history signifies stability, deep industry expertise, and a culture that values both tradition and forward-thinking innovation.

Team Structure:

• Employee Experience Team: This team is dedicated to enhancing the internal tools, platforms, and services used by JPMorgan Chase employees, focusing on productivity, efficiency, and overall job satisfaction.

• Reporting Structure: As a Vice President, the UX Conversation Designer will likely report to a Senior Director or Executive Director within the Employee Experience or Digital Transformation division, overseeing specific strategic initiatives.

• Cross-functional Collaboration: The role requires close collaboration with Product Management, Engineering (including ML/AI specialists), UX Research, Business Stakeholders, and potentially IT Operations to ensure seamless integration and successful deployment of conversational AI solutions.

Methodology:

• Data Analysis & Insights: A strong emphasis on using quantitative and qualitative data to inform design decisions, measure impact, and drive continuous improvement of conversational interfaces.

• User-Centered Design: Core to the role is advocating for and implementing user-centered design principles, ensuring that all solutions meet the needs of employees.

• Iterative Development & Automation: Embracing agile methodologies, iterative design, and exploring automation opportunities to enhance efficiency and user experience in internal support systems.

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

📝 Enhancement Note: JPMorgan Chase's position as a global financial leader with a significant technological investment means this role operates within a highly structured yet innovation-driven environment. The Employee Experience team's focus indicates a commitment to internal operational excellence, leveraging advanced technologies like LLMs to support its vast workforce. Understanding the company's dual identity as a financial institution and a tech innovator is key for candidates.

📈 Career & Growth Analysis

Operations Career Level: Vice President (VP). This level signifies a senior leadership position with significant responsibility for strategic direction, project execution, and team influence within a specialized domain (UX Conversation Design). VPs are expected to drive key initiatives, mentor junior team members, and contribute to broader organizational goals.

Reporting Structure: The role reports into a senior leadership position within the Employee Experience or a related digital transformation group. This structure provides access to executive-level strategy and decision-making, enabling the designer to shape high-impact projects.

Operations Impact: The UX Conversation Designer's work directly impacts the efficiency, productivity, and satisfaction of JPMorgan Chase's global workforce by improving internal support systems like the "Ask JPMC" phoneline. Successful implementation of LLM-powered conversational AI can lead to significant cost savings, reduced resolution times, and enhanced employee experiences, thus contributing directly to operational excellence and business objectives.

Growth Opportunities:

• Specialization Advancement: Deepen expertise in Conversational AI, LLMs, and voice interface design, potentially leading to Principal or Director-level roles in AI product strategy or design leadership.

• Leadership Development: Opportunities to manage design teams, lead major transformation projects, and influence the overall digital strategy for employee experience at JPMorgan Chase.

• Cross-Functional Mobility: Potential to move into related product management, AI strategy, or digital transformation roles within the company, leveraging a strong understanding of user needs and technology application.

• Industry Influence: Contribute to shaping best practices in enterprise conversational AI design through internal thought leadership and potentially external engagements.

📝 Enhancement Note: A VP role at JPMorgan Chase offers a clear path for career advancement, not just within design but also into broader product and strategy leadership. The emphasis on AI and LLMs positions this role at the cutting edge of enterprise technology, providing ample opportunity for skill development and impact.

🌐 Work Environment

Office Type: Primarily an on-site role within JPMorgan Chase's corporate offices. This implies a structured, professional environment with access to corporate resources and infrastructure.

Office Location(s): Brooklyn, NY (1 Metrotech Ctr). This location offers a vibrant urban setting with access to talent and amenities, situated within a major business hub.

Workspace Context:

• Collaborative Environment: The workspace is designed to foster collaboration, with opportunities for in-person meetings, workshops, and team interactions, essential for complex design projects.

• Operations Tools & Technology: Access to a comprehensive suite of enterprise-grade design, collaboration, and AI development tools provided by JPMorgan Chase.

• Team Interaction: Regular opportunities to interact with a diverse team of designers, engineers, researchers, and product managers, promoting knowledge sharing and cross-pollination of ideas.

Work Schedule: While the core work is on-site, JPMorgan Chase typically supports a professional work schedule that allows for effective project management and collaboration, with potential for some flexibility around core hours to accommodate project timelines and team needs.

📝 Enhancement Note: The on-site requirement in Brooklyn suggests a dynamic, collaborative workspace typical of major tech and finance hubs. Candidates should expect a professional environment where in-person interaction is valued for driving complex projects and fostering team cohesion, supported by robust corporate infrastructure.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications, focusing on relevant experience in UX, Conversational AI, and leadership.

• Technical/Design Interview: This stage will likely involve discussing your experience with conversational design principles, IVR systems, LLMs, and user research. Be prepared to walk through specific examples from your portfolio.

• Portfolio Presentation: A dedicated session where you present 1-2 key case studies, detailing your process, design decisions, challenges, and outcomes. Focus on how you applied data, user insights, and iterative design.

• Cross-functional Stakeholder Interviews: Interviews with potential peers and collaborators (e.g., Product Managers, ML Engineers) to assess your collaboration style, communication skills, and ability to integrate design into broader workflows.

• VP/Director Level Interview: A final discussion with senior leadership to assess strategic thinking, leadership potential, cultural fit, and alignment with JPMorgan Chase's vision for employee experience and AI adoption.

Portfolio Review Tips:

• Focus on Impact: For each case study, clearly articulate the problem, your role, the design process, the solutions you implemented, and the measurable impact (e.g., efficiency gains, user satisfaction improvements).

• Showcase Process: Detail your approach to research, ideation, prototyping, testing, and iteration. For this role, highlight your experience with LLMs, IVR systems, and data-driven decision-making.

• Quantify Results: Whenever possible, use data and metrics to demonstrate the success of your projects. If direct metrics aren't available, use strong qualitative evidence and logical reasoning.

• Tailor to the Role: Emphasize projects involving voice interfaces, internal tools, or AI-driven solutions. Showcase your ability to communicate complex technical concepts and design rationale effectively.

• Prepare for LLM/IVR Specifics: Be ready to discuss your specific contributions to LLM-based designs or IVR optimization projects, including any challenges faced and how you overcame them.

Challenge Preparation:

• Design Exercise: You may be given a hypothetical problem related to improving an internal employee support system through conversational AI. Prepare to outline your approach, key considerations, and potential solutions.

• Strategic Thinking: Be ready to discuss your vision for the future of conversational AI in enterprise environments and how you would drive adoption and innovation within a large organization like JPMorgan Chase.

• Stakeholder Management Scenarios: Prepare to discuss how you would handle differing stakeholder opinions, gain buy-in for your design recommendations, and manage project scope.

📝 Enhancement Note: The interview process for a VP role will be rigorous, assessing not only design skills but also strategic thinking, leadership capabilities, and the ability to navigate a large, complex organization. A strong portfolio that demonstrates quantifiable impact and a clear, iterative design process, particularly with AI and voice technologies, will be critical.

🛠 Tools & Technology Stack

Primary Tools:

• Conversational AI Design Platforms: Experience with tools for designing and prototyping conversational flows (e.g., Voiceflow, Botmock, or similar). Familiarity with prompt engineering playgrounds like MindStudio is a plus.

• Visual UX Design Tools: Proficiency in industry-standard tools such as Figma, Sketch, or Adobe XD for wireframing, prototyping, and creating visual assets.

• Prototyping Tools: Beyond core design tools, experience with specialized prototyping tools for audio or interactive experiences.

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

Analytics & Reporting:

• Analytics Platforms: Familiarity with tools used to track user behavior and performance metrics for digital products (e.g., Google Analytics, Adobe Analytics, or internal proprietary systems).

• Data Visualization Tools: Experience using tools like Tableau, Power BI, or similar to analyze data and create dashboards for reporting on conversational AI performance.

• User Feedback Platforms: Tools for collecting and analyzing user feedback, surveys, and usability test results.

CRM & Automation:

• Internal Systems: Understanding of how conversational AI integrates with internal CRM, ticketing systems, or knowledge management platforms relevant to employee support.

• Automation Tools: Familiarity with workflow automation concepts and tools that may be used to streamline processes related to AI model training or deployment.

• Integration Concepts: Awareness of APIs and integration strategies for connecting conversational interfaces with backend systems.

📝 Enhancement Note: The technology stack emphasizes tools for both the design of conversational interfaces and the analysis of their performance. A strong understanding of enterprise-grade design and collaboration tools, coupled with familiarity with analytics and AI-specific development environments, is crucial.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the employee user's needs, ensuring all designs are intuitive, efficient, and accessible.

• Innovation & Excellence: Driving forward with cutting-edge technologies like LLMs while maintaining a high standard of quality and performance in all deliverables.

• Collaboration & Transparency: Fostering an environment where cross-functional teams work together seamlessly, sharing knowledge and providing clear, honest feedback.

• Data-Driven Decision Making: Utilizing data and insights as the foundation for design choices, performance measurement, and strategic planning.

• Continuous Improvement: Embracing an iterative mindset to constantly refine and enhance user experiences based on feedback and performance metrics.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with product, engineering, research, and business teams to ensure alignment and holistic product development.

• Process Review & Feedback: Encouraging a culture of constructive feedback and open dialogue around design processes and outcomes.

• Knowledge Sharing: Promoting the sharing of best practices, learnings, and insights across teams and departments, particularly in the rapidly evolving field of AI.

📝 Enhancement Note: JPMorgan Chase's culture likely emphasizes professionalism, rigor, and a strong work ethic, combined with a drive for innovation in the financial technology space. The Employee Experience team's focus suggests a culture that values internal support and operational efficiency, driven by data and user needs.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Enterprise Complexity: Adapting conversational AI solutions within a large, regulated financial institution requires understanding intricate business processes, security protocols, and stakeholder alignment across diverse departments.

• Evolving AI Landscape: Keeping pace with the rapid advancements in LLMs and conversational AI technologies, and translating these into practical, scalable enterprise solutions.

• Data Integration & Quality: Ensuring access to high-quality data for training LLMs and for informing design decisions can be a significant challenge within large enterprises.

• Balancing Innovation with Stability: Introducing new AI technologies while maintaining the reliability and security of critical internal systems.

Learning & Development Opportunities:

• Advanced AI/LLM Training: Access to internal and external training programs focused on the latest developments in AI, NLU, and LLM applications.

• Industry Conferences & Certifications: Opportunities to attend leading UX and AI conferences and pursue relevant certifications to stay ahead of industry trends.

• Mentorship & Leadership Programs: Participation in leadership development programs and mentorship opportunities to grow management and strategic planning skills.

• Exposure to Diverse Business Units: Gaining a deep understanding of various business functions within JPMorgan Chase, enhancing your ability to design for diverse employee needs.

📝 Enhancement Note: The challenges presented are typical for senior roles in large, innovative enterprises. The growth opportunities are substantial, offering a clear path for professional and personal development in a rapidly evolving field.

💡 Interview Preparation

Strategy Questions:

• "How would you approach redesigning the 'Ask JPMC' phoneline to leverage LLMs for improved employee support? Outline your initial steps, key considerations, and how you'd measure success." (Focus on process, data, user needs, and AI integration.)

• "Describe a time you had to influence stakeholders with differing opinions on a design direction. How did you use data and storytelling to gain alignment?" (Highlight communication, negotiation, and persuasive skills.)

• "How do you balance the need for innovative AI features with the requirements for security, compliance, and stability in a financial services environment?" (Demonstrate strategic thinking and risk awareness.) Company & Culture Questions:

• "What do you know about JPMorgan Chase's approach to AI and digital transformation in employee experience?" (Research recent company announcements, reports, and initiatives.)

• "How do you see your role contributing to the broader Employee Experience team's goals?" (Connect your skills and vision to the team's objectives.)

• "Describe a project where you had to integrate with complex backend systems or ML teams. What were the challenges, and how did you overcome them?" (Showcase collaboration and technical understanding.) Portfolio Presentation Strategy:

• Structure for Impact: Begin with a high-level overview of the project, your role, and the key business/user problem. Then, dive into your process, highlighting critical decisions, research findings, and design iterations. Conclude with the outcomes and lessons learned.

• Quantify Results: Use clear metrics and data points to demonstrate the positive impact of your work. If quantitative data is limited, use strong qualitative evidence and user testimonials.

• Showcase AI/LLM/IVR Expertise: For relevant projects, specifically detail your contributions to conversational flow design, prompt engineering, NLU considerations, or IVR optimization. Explain the technical challenges and how you addressed them.

• Articulate Rationale: Be prepared to defend your design decisions with clear reasoning, referencing user research, data, and best practices.

• Engage Your Audience: Present with enthusiasm and clarity, making eye contact (if virtual, look at the camera) and allowing time for questions.

📝 Enhancement Note: Preparation should focus on demonstrating leadership, strategic thinking, and a deep understanding of conversational AI within an enterprise context. Be ready to discuss specific technical challenges and solutions related to LLMs and IVR systems, and how you translate these into tangible business value.

📌 Application Steps

To apply for this operations position:

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

• Curate Your Portfolio: Select 2-3 of your most impactful UX Conversation Design projects. Prioritize those demonstrating experience with IVR systems, LLMs, user research, and measurable business outcomes. Ensure each case study clearly outlines the problem, your specific role, your process, the solution, and the results.

• Optimize Your Resume: Tailor your resume to highlight keywords and responsibilities mentioned in the job description, such as "Conversation Design," "IVR Systems," "LLMs," "UX Research," "NLU," "Voice Interface Design," "Stakeholder Management," and "Data Analysis." Quantify your achievements with numbers and metrics wherever possible.

• Prepare Your Narrative: Practice articulating your design philosophy, your approach to complex projects, and how you leverage data and user insights. Be ready to discuss your experience with LLMs and your vision for conversational AI in enterprise settings.

• Research JPMorgan Chase: Understand the company's commitment to technology, employee experience, and AI. Familiarize yourself with their recent initiatives and how this role fits into their broader strategy.

⚠️ 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.