Experience Design, Executive Director - Home Lending
On-site · Plano, Texas, United States
Job Summary
Experience Design Executive Director for Chase Home Lending leads a team shaping AI-infused customer journeys across pre-qualification, document intelligence, and proactive servicing. Responsibilities include setting UX strategy, mentoring designers, translating model performance into customer-centric decisions, ensuring consent and disclosures for AI features, and establishing experimentation loops. The role emphasizes inclusive, accessible design, collaboration with data science, engineering, and risk/control partners, and leadership in driving trusted, compliant, and measurable AI-enabled experiences. Key skills include interaction design, information architecture, visual design, data fluency, stakeholder management, and experience with AI product design, risk and governance in financial services.
Required Qualifications
- 7+ years of experience or equivalent in user experience design, focusing on interaction design and information architecture
- Advanced skills in visual design, storyboarding, and data fluency
- Proven leadership in guiding and mentoring diverse teams of experience designers
- Demonstrated success in inclusive design and accessibility guidelines
- Understanding of market trends, product knowledge, and leveraging emerging technologies to drive UX outcomes
- Privacy-by-design practices for AI features, including consent flows, data minimization, and transparent disclosures for use of customer data
- Collaboration with ML engineering/MLOps and risk/control partners to ship AI features responsibly at scale
- Experience with designing AI-powered document intelligence and classification workflows
- Experience with accessibility considerations for AI experiences and assistive technology compatibility
- Track record of launching AI features with measurable outcomes and evaluation methods
- Knowledge of ethical AI standards and regulatory considerations affecting consumer AI in financial services
- Comfort facilitating design critiques and risk reviews focused on AI features (fairness, robustness, safety)
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