UX Conversation Designer, Vice President

📍 Job Overview

Job Title: UX Conversation Designer, Vice President

Company: JPMorgan Chase & Co.

Location: Brooklyn, NY, United States

Job Type: Full time

Category: User Experience / Conversational AI Design

Date Posted: 2026-09-10

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Design and optimize AI-powered end-to-end conversational flows for internal voice and chat interfaces, focusing on the Ask JPMC help phoneline.

• Leverage expertise in Large Language Models (LLMs) and Natural Language Understanding (NLU) to enhance existing IVR systems and contribute to broader Conversational AI strategy.

• Conduct user research, data-driven analysis, and usability testing to inform iterative design improvements and ensure user-centric solutions.

• Collaborate closely with cross-functional teams, including ML engineers, product managers, and business stakeholders, to integrate UX and Conversational Design principles into the product development lifecycle.

• Advocate for inclusive design practices and accessibility standards to ensure intuitive and equitable user experiences across all platforms.

📝 Enhancement Note: This role is positioned within the "Employee Experience" team, indicating a focus on internal tools and platforms rather than direct customer-facing products. The emphasis on updating an existing IVR system with LLM capabilities suggests a blend of legacy system optimization and modern AI integration.

📈 Primary Responsibilities

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

• Propose intuitive, user-centric solutions that drive efficiency and user engagement while aligning with overarching business objectives and employee experience goals.

• Conduct or collaborate with UX Research to perform usability testing, observational testing, and other research methods to gather actionable insights from real users and agents.

• Employ an iterative design mindset, actively gathering and incorporating user and agent feedback to continuously refine and improve the Ask JPMC phoneline experience.

• Contribute to the broader Conversational AI strategy by leveraging expertise in NLU and LLM experiences, defining how design processes evolve for LLM-based development and updating product-specific Design Systems.

• Conduct data-driven analyses to inform design decisions, transforming raw information into valuable insights for strategic decision-making.

• Collaborate effectively with cross-functional teams, including Product Management, Engineering, and Machine Learning, to seamlessly integrate UX and Conversational Design into the product development process.

• Partner with ML teams to train LLMs based on established Conversational Design principles and industry best practices, ensuring model effectiveness and user alignment.

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

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

📝 Enhancement Note: The responsibilities highlight a strong emphasis on both strategic design leadership and hands-on execution, particularly in refining existing systems with new AI technologies. The requirement to collaborate with ML teams on LLM training is a key differentiator for this role.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a Bachelor's or Master's degree in Human-Computer Interaction, Design, Computer Science, Psychology, or a related field is typically expected for a Vice President level role in UX design.

Experience: 5+ years of progressive experience in User Experience Design, Conversational AI Design, or closely related roles focusing on voice-first products and interactive systems.

Required Skills:

• 5+ years of experience in User Experience Design, Conversational AI Design, or similar roles designing for voice-first products.

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

• Proven ability to design and optimize IVR and chat flows, including call routing, escalation paths, and error handling for both self-service and agent-assisted scenarios.

• Expertise in developing clear, concise, and audience-tailored audio and text prompts and scripts for diverse customer segments.

• Demonstrated experience designing across multiple platforms, including web, mobile, and other digital channels.

• Proficiency in creating inclusive designs, adhering to accessibility guidelines, and working with assistive technologies that incorporate diverse user perspectives.

• Strong ability to plan and organize design work from initial concept through execution, effectively advocating for Conversation Design best practices.

• Capability to manage ambiguity, work autonomously in an agile environment, and multi-task effectively.

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

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

• Familiarity with the user research and design process, including validating hypotheses, communicating concepts, and creating low/high fidelity prototypes for visual and conversational interfaces.

• Experience supporting new business thinking and strategy through user-centered and conversational design work, with strong facilitation skills for design-led workshops. 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, contributing to patterns, Conversational UI components, and refining Visual and Conversational Design Language.

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

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

• Prior experience in complex business domains, enterprise environments (especially financial services), or large-scale transformation programs involving 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 various technical lifecycles (e.g., agile development, DevOps, frontend structures, AI model deployment).

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

📝 Enhancement Note: The "Required Qualifications" are extensive and detailed, reflecting a Vice President level. The distinction between required and preferred skills is clear, with preferred skills pointing towards specific tool proficiency and industry experience.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end conversational design projects, demonstrating proficiency in crafting intuitive voice and chat experiences.

• Include examples of IVR flow design, including decision trees, escalation paths, and error handling strategies.

• Present case studies that highlight user research methodologies, data analysis, and how insights informed design iterations and improvements.

• Demonstrate experience with prototyping tools (e.g., Figma, audio prototyping tools) and how they were used to visualize and test conversational concepts.

• Highlight contributions to design systems or the development of design language for conversational interfaces.

• Provide evidence of collaboration with technical teams (e.g., ML engineers) and how design principles were applied to AI model training or development. Process Documentation:

• Detail the process followed for designing and optimizing AI-powered conversational flows, from initial concept to implementation.

• Document user research methodologies employed, including usability testing, observational studies, and feedback incorporation.

• Showcase how data analysis was used to inform design decisions and measure the impact of implemented solutions.

• Illustrate workflow design and optimization strategies applied to IVR and chat interfaces to enhance user engagement and efficiency.

• Explain methods used for creating and refining audio and text prompts and scripts for diverse user segments.

📝 Enhancement Note: Given the role's focus on Conversational AI and LLMs, a portfolio should emphasize the unique aspects of designing for voice and AI, alongside traditional UX deliverables. The ability to articulate process and demonstrate impact through data will be crucial.

💵 Compensation & Benefits

Salary Range: Based on the Vice President title, 5-10 years of experience, and the Brooklyn, NY location, the estimated salary range for this role is between $142,500 and $205,000 USD per year. This estimate is derived from market data for senior UX and Conversation Design roles in major metropolitan areas, considering the financial services industry's compensation benchmarks.

Benefits:

• Comprehensive health care coverage (medical, dental, vision).

• Robust retirement savings plan (e.g., 401k with company match).

• On-site health and wellness centers for employee well-being.

• Backup childcare services to support work-life balance.

• Tuition reimbursement programs for continued education and skill development.

• Mental health support resources and employee assistance programs.

• Financial coaching services to promote financial literacy and planning.

• Potential for commission-based pay and/or discretionary incentive compensation based on eligibility and performance.

Working Hours: The standard working hours for this role are approximately 40 hours per week. While the role is on-site, JPMorgan Chase & Co. often offers some flexibility within the standard workday, depending on team needs and project demands.

📝 Enhancement Note: The salary range is an estimate based on provided AI data and market research for similar roles in the specified location and experience level. The benefits listed are directly from the provided company description and are standard for large financial institutions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services. JPMorgan Chase & Co. is a leading global financial services firm with a history spanning over 200 years, offering a wide range of innovative financial solutions. This industry context implies a highly regulated environment, a focus on security, and a drive for technological innovation to maintain a competitive edge.

Company Size: JPMorgan Chase & Co. is a very large enterprise, employing tens of thousands of people globally. This size offers extensive resources, opportunities for specialization, and exposure to complex, large-scale projects, but may also involve navigating established corporate structures and processes.

Founded: JPMorgan Chase & Co. has a history spanning over 200 years, with its roots tracing back to the late 18th century. This long history signifies stability, deep institutional knowledge, and a culture that balances tradition with forward-thinking innovation.

Team Structure:

• The role is within the "Employee Experience" team, suggesting a focus on internal tools and platforms that support employees.

• This team likely comprises UX designers, researchers, content strategists, and potentially developers or product managers focused on the internal employee journey.

• Collaboration is expected with Machine Learning (ML) teams and other cross-functional groups across the product and technology organization. Methodology:

• Data-Driven Design: The role emphasizes conducting data-driven analyses and leveraging user insights to inform design decisions, aligning with modern UX practices.

• User-Centered Design: A core tenet is advocating for and implementing user-centered design, ensuring that solutions are intuitive and meet the needs of employees.

• Iterative Improvement: The expectation is to operate with an iterative design mindset, continuously gathering feedback and refining experiences.

• Agile Environment: The role operates within an agile environment, requiring adaptability, autonomy, and the ability to manage ambiguity.

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

📝 Enhancement Note: The company context emphasizes JPMorgan Chase's scale, history, and commitment to innovation within the financial services sector. The "Employee Experience" team focus is key for understanding the role's internal audience and objectives.

📈 Career & Growth Analysis

Operations Career Level: Vice President (VP) in a specialized design function. This level typically signifies significant expertise, leadership potential, and the ability to influence strategy within a specific domain. For a UX Conversation Designer, this means owning significant aspects of the conversational AI user experience, mentoring junior designers, and contributing to the overall design vision for employee-facing applications.

Reporting Structure: While not explicitly stated, a VP-level designer often reports to a Director or Senior Director within the UX, Product, or Employee Experience function. They would likely lead specific initiatives or product areas within their team.

Operations Impact: The role's impact is centered on enhancing employee productivity, satisfaction, and efficiency through improved internal tools, specifically the Ask JPMC help phoneline. By optimizing this critical internal resource, the role directly contributes to operational efficiency, reduced support costs, and a better overall employee experience, which indirectly impacts business outcomes.

Growth Opportunities:

• Specialization Advancement: Deepen expertise in Conversational AI, LLMs, and voice interface design, becoming a go-to subject matter expert within JPMorgan Chase.

• Leadership Development: Progress into senior leadership roles (e.g., Director, Senior Director) within the UX or Employee Experience organization, managing larger teams and strategic portfolios.

• Cross-Functional Influence: Expand influence across different business units and technology teams, driving user-centered design principles and best practices throughout the organization.

• Innovation Leadership: Lead initiatives in emerging AI technologies and their application to employee experience, potentially shaping future internal tools and platforms.

• Mentorship: Guide and mentor junior designers, fostering talent development within the UX community at JPMorgan Chase.

📝 Enhancement Note: The VP title implies a significant level of responsibility and potential for career progression. The growth opportunities focus on both deepening technical expertise and developing leadership capabilities within a large enterprise setting.

🌐 Work Environment

Office Type: This is an on-site role, indicating a traditional office environment within JPMorgan Chase's Brooklyn location. The environment is expected to be professional and corporate, typical of a major financial institution.

Office Location(s): 1 Metrotech Ctr, Brooklyn, NY 11201. This location is in a vibrant urban area with good access to public transportation, making it accessible for employees commuting within the New York City metropolitan area.

Workspace Context:

• Collaborative Environment: The office setting will facilitate in-person collaboration with colleagues on the Employee Experience team, ML engineers, product managers, and other stakeholders.

• Access to Tools: Employees will have access to the necessary corporate IT infrastructure, software licenses (e.g., for design tools, communication platforms), and potentially specialized hardware for prototyping or testing.

• Team Interaction: The on-site nature allows for spontaneous interactions, team meetings, brainstorming sessions, and direct engagement with colleagues, fostering a strong team dynamic.

Work Schedule: The role is full-time, with standard corporate working hours (approximately 40 hours per week). While on-site, there may be opportunities for some flexibility in daily start/end times, subject to team and business needs, but the expectation is consistent presence at the office.

📝 Enhancement Note: The on-site requirement is a key aspect of the work environment, emphasizing in-person collaboration and adherence to a corporate office setting within a major financial institution.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely review applications and resumes, followed by a brief phone screen to assess basic qualifications and cultural fit.

• Technical Interview(s): Expect one or more interviews focused on your UX and Conversational Design expertise. This may involve discussing your portfolio, answering scenario-based questions, and demonstrating your understanding of LLMs, IVR systems, and design principles.

• Portfolio Review: A dedicated session where you will walk through selected projects from your portfolio. Be prepared to articulate your design process, rationale, challenges, solutions, and the impact of your work.

• Cross-Functional Interviews: Interviews with potential collaborators (e.g., ML engineers, product managers) to assess your ability to work effectively in a team and communicate across disciplines.

• VP/Director Level Interview: A final interview with senior leadership to evaluate strategic thinking, leadership potential, and overall fit for the VP role and JPMorgan Chase culture.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 projects that best showcase your expertise in Conversational AI, voice design, IVR optimization, and LLM application. Prioritize projects with measurable outcomes.

• Focus on Process: Clearly articulate your design process for each project: research, ideation, prototyping, testing, iteration, and collaboration.

• Highlight LLM/AI Integration: If possible, include projects that demonstrate your understanding and application of LLMs or similar advanced AI technologies. Explain the technical considerations and design trade-offs.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your designs (e.g., improved user satisfaction, increased efficiency, reduced error rates).

• Storytelling: Frame your projects as compelling narratives, explaining the problem, your approach, your role, the challenges, the solution, and the results.

• Prepare for Questions: Anticipate questions about your design decisions, how you handle feedback, your collaboration style, and your understanding of inclusive design and accessibility.

Challenge Preparation:

• Design Exercise: You might be given a short design challenge or a hypothetical problem related to conversational AI for employee support. Be prepared to outline your approach, key considerations, and potential solutions.

• Scenario-Based Questions: Practice answering questions about how you would handle specific design dilemmas, stakeholder disagreements, or technical constraints.

• Articulate Rationale: Be ready to clearly explain why you made certain design choices, linking them back to user needs, business goals, and technical feasibility.

📝 Enhancement Note: The interview process is likely rigorous, reflecting the VP level. A strong portfolio that clearly demonstrates expertise in Conversational AI and the ability to translate complex technical concepts into user-friendly experiences will be paramount.

🛠 Tools & Technology Stack

Primary Tools:

• Visual UX Design Tools: Figma (explicitly mentioned as preferred), Sketch, Adobe XD. Proficiency in creating wireframes, mockups, and interactive prototypes.

• Conversational Design Tools: Tools for designing decision trees, flowcharts, and potentially specialized conversational AI platforms or prompt playgrounds (e.g., MindStudio, or internal JPMorgan Chase tools).

• Prototyping Tools: Tools for creating audio prototypes and simulating voice interactions.

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

Analytics & Reporting:

• Data Analysis Tools: Excel, potentially SQL for data extraction, and BI tools like Tableau or Power BI for visualizing user data and performance metrics.

• User Research Platforms: Tools for conducting usability testing, surveys, and gathering user feedback.

• Analytics Dashboards: Experience interpreting data from internal analytics systems to understand user behavior and identify areas for improvement.

CRM & Automation:

• While not a direct CRM role, understanding of how conversational interfaces interact with backend systems and potentially CRM data is beneficial.

• Familiarity with workflow automation concepts, particularly as applied to internal support systems.

• LLM/AI Platforms: Experience with prompt engineering, prompt playgrounds, and understanding the lifecycle of AI model deployment.

📝 Enhancement Note: The emphasis on Figma and prompt playgrounds like MindStudio suggests specific tool proficiencies that would be advantageous. Understanding how to leverage data analytics to inform design is critical.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of employees, ensuring that internal tools are intuitive, efficient, and supportive.

• Innovation & Excellence: Driving forward with cutting-edge technologies like LLMs and AI to create best-in-class employee experiences, while maintaining high standards of design quality.

• Data-Driven Decision Making: Relying on user research, data analysis, and empirical evidence to guide design choices and measure impact.

• Collaboration & Inclusivity: Working effectively across diverse teams, fostering an inclusive environment where all perspectives are valued, and ensuring designs are accessible to everyone.

• Efficiency & Impact: Focusing on designing solutions that not only improve user experience but also drive tangible business outcomes, such as increased productivity and reduced operational costs.

Collaboration Style:

• Cross-Functional Integration: Actively partnering with Product Management, Engineering (including ML engineers), UX Research, and business stakeholders to ensure alignment and successful integration of conversational AI solutions.

• Transparent Communication: Regularly sharing design rationale, progress, and insights with stakeholders through clear storytelling, documentation, and presentations.

• Feedback-Oriented: Embracing a culture of constructive feedback, both giving and receiving, to continuously refine designs and processes.

• Knowledge Sharing: Contributing to the broader design community within JPMorgan Chase by sharing best practices, learnings, and expertise in Conversational AI and UX design.

📝 Enhancement Note: The values align with modern design principles and corporate expectations, emphasizing both technical excellence and collaborative, user-focused execution within a large financial institution.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Legacy Systems with New Tech: Integrating advanced LLM capabilities into an existing, potentially older, IVR system requires careful architectural planning and managing technical debt.

• Data Privacy and Security: Operating within a highly regulated financial services environment means strict adherence to data privacy and security protocols, which can influence design choices for AI applications.

• Cross-Functional Alignment: Ensuring consistent understanding and buy-in for conversational AI initiatives across diverse teams with varying technical backgrounds and priorities.

• Measuring ROI for Conversational AI: Quantifying the precise business impact and ROI of conversational AI features, especially for internal tools, can be complex.

• Evolving AI Landscape: Keeping pace with the rapid advancements in LLMs and AI technologies and adapting design strategies accordingly.

Learning & Development Opportunities:

• AI & LLM Specialization: Opportunities to deepen expertise in cutting-edge AI technologies, prompt engineering, and the practical application of LLMs in enterprise solutions.

• Leadership and Mentorship: Developing leadership skills by guiding projects, mentoring junior designers, and potentially managing a small team or functional area.

• Industry Exposure: Engaging with internal and external communities focused on Conversational AI, UX design, and financial technology.

• Strategic Influence: Gaining exposure to high-level business strategy and contributing to the future direction of employee experience technologies at JPMorgan Chase.

• Design System Expansion: Contributing to and evolving the design system for conversational interfaces, setting standards for future AI-driven products.

📝 Enhancement Note: The challenges are typical for roles at the intersection of legacy systems, cutting-edge technology, and large enterprise environments. The growth opportunities offer significant potential for career advancement and skill development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex conversational AI system you designed or significantly improved. What were the key challenges, your design process, and the measurable outcomes?" (Focus on your role, methodology, and impact.)

• "How would you approach designing a conversational flow for an internal help phoneline that needs to integrate with LLMs? What are the critical considerations for user experience, accuracy, and safety?" (Demonstrate understanding of LLM nuances, IVR design, and user-centricity.)

• "Imagine you need to convince a skeptical stakeholder about the value of investing in advanced conversational AI for employee experience. How would you articulate the ROI and build their confidence?" (Focus on storytelling, data, and business alignment.) Company & Culture Questions:

• "What interests you about working at JPMorgan Chase, specifically within the Employee Experience team and on internal tools?" (Research the company's mission, values, and recent initiatives in employee tech.)

• "How do you ensure your designs are inclusive and accessible, especially when working with voice interfaces and AI?" (Prepare examples of inclusive design practices you've implemented.)

• "Describe your experience working within large, established organizations. How do you navigate complex structures and collaborate effectively with diverse teams?" (Highlight your adaptability and stakeholder management skills.) Portfolio Presentation Strategy:

• Prioritize Relevance: Select projects that directly align with conversational AI, voice design, LLMs, and internal tool design.

• Structure for Impact: For each project, follow a clear narrative: Problem -> Your Role/Process -> Solution -> Challenges -> Results/Impact.

• Demonstrate Technical Aptitude: Be prepared to discuss your understanding of the underlying AI technologies (LLMs, NLU) and how they informed your design decisions.

• Quantify Achievements: Use specific metrics and data to showcase the success of your designs.

• Engage and Discuss: Treat the portfolio review as a collaborative discussion, inviting questions and demonstrating your thought process.

📝 Enhancement Note: Interview preparation should focus on showcasing expertise in Conversational AI, LLMs, and the ability to drive impact within a large, regulated enterprise. Highlighting problem-solving skills and a user-centric approach will be key.

📌 Application Steps

To apply for this operations position:

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

• Tailor Your Resume: Highlight your experience in Conversational AI Design, UX Design, IVR systems, LLMs, and any relevant financial services or enterprise software experience. Use keywords from the job description.

• Curate Your Portfolio: Select 3-5 projects that best demonstrate your expertise in voice-first design, LLM application, IVR optimization, and user research. Ensure it's easily accessible (e.g., via a link on your resume or a dedicated portfolio website).

• Prepare Your Narrative: Practice articulating your design process, rationale, and the impact of your work for your portfolio projects. Be ready to discuss your experience with LLMs and data-driven decision-making.

• Research JPMorgan Chase: Understand the company's mission, values, and recent technological advancements, particularly in AI and employee experience. Prepare thoughtful questions to ask the interviewer.

⚠️ 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.

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