Conversational Design Vice President
On-site · Brooklyn, New York, United States
Job Summary
Conversational Design Vice President on the Chase Operations Voice team leading design and research strategy for conversational AI across telephony and chat channels, mentoring junior designers, guiding cross-functional collaboration, and advancing AI-driven experiences with a focus on inclusive design, accessibility, and customer-centric storytelling. Role emphasizes end-to-end design leadership for IVR/voice UX, language models (NLU/LLMs), audio/text prompts, and strategic alignment with product goals, while driving innovations in conversational flows, UX research, and cross-channel experiences.
Required Qualifications
- 5+ years of experience or equivalent expertise in user experience design or similar roles
- Experience designing IVR and voice user interface systems, including prompt writing and persona development
- Understanding of audio branding, voice persona creation, and the impact of prosody, tone, and pacing on user experience
- Develop audio and text prompts and scripts that are clear, concise, and tailored to diverse customer segments
- Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes
- Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions
- Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making
- Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience
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