Steer the forefront of user experience innovation, crafting extraordinary designs that resonate with a global audience.

As an Experience Design Executive Director in Conversational Design for Digital, you will spearhead a team of talented professionals to conceptualize, structure, and detail our offerings within the broader user journey landscape. Leveraging your expertise in experience design principles, devise and enact innovative policies and processes that elevate the user experience and resonate with our organizational strategy. Your role involves setting quality benchmarks, managing asset delivery, and shaping the direction of product initiatives by your team. A staunch advocate for inclusive design and accessibility, exemplify and encourage collaboration and lead your team in creating unparalleled experiences for our diverse user base. Your expertise in interaction design positions you as an advisor to senior management on complex experience design matters, promoting a culture of collaboration and inclusivity across multidisciplinary teams.

Lead the evolution of BOT personality for Chase Digital Assistant (CDA). Ensure the consistency of personality of CDA chatbot and shape the future of assistant and conversational design providing thought leadership and industry-leading execution to the space. Your expertise in how to incorporate large language models, natural language understanding, and machine learning will at the core of the unique value that you will provide to the team. 

Job responsibilities

• Develop and implement user experience strategies in line with business objectives and apply your expertise in interaction design and information architecture
• Lead, mentor, and inspire a team of experience designers, fostering collaboration, and promoting professional development through coaching and performance management
• Drive innovation by staying abreast of industry trends, accessibility standards, and emerging technologies to maintain our competitive edge and user-centric approach
• Design methods to incorporate insights gained from key performance metrics, utilizing data fluency to inform decision-making and optimize user experiences for diverse customer segments. Build strong relationships with key stakeholders and influence decisions and champion user-centered design principles organization-wide

Required qualifications, capabilities, and skills

• 7 years of experience or equivalent expertise in user experience design, focusing on interaction design and information architecture
• Advanced skills in visual design, storyboarding, and data fluency, capable of creating visually appealing and functional visual elements for digital products and services
• Proven leadership in guiding and mentoring diverse teams of experience designers, fostering collaboration and promoting professional growth
• Demonstrated success in inclusive design, accessibility guidelines, and assistive technology, to create inclusive experiences for diverse users
• Proven understanding of market trends, product knowledge, and technological advancements, with the ability to leverage emerging technologies and industry best practices to drive user experience outcomes. 
• Experience in building direct to customer chatbots. Deep understanding of the Virtual Assistant’s build life cycle (user journeys to utterances, to intents to dialog management, to fulfilment layer)
• Adept at designing the user experience of a chatbot to be conversationally engaging. 
• Advanced understanding of NLU frameworks and the ability to craft them and practically apply them in the training of the bot 
• Identify user utterances leading to customer journeys and help write the Dialog stories for engineering resources.
• Partner with annotation team to analyze conversations to unearth patterns, implement learnings into the application, track efficacy and present business insights to customers.
• Detailed understanding of prompt engineering and new developments such as intent less dialogs and also well versed in Voice flow tools.

Preferred qualifications, capabilities, and skills

• Demonstrated expertise in designing NLP for financial services journey flows.
• Deep business analytics skills that drive application success.
• Experience with building conversational designs in Rasa and Voice flow. Alternatively experience with Google Dialogflow, Amazon Lex, IBM Watson, Chatbots, Nuance ASR is acceptable.
• Strong operational and analytical skills. Ability to describe trends and provide insight on future offerings.
• Exceptional communications skills, with a proven capability for public speaking, professional writing, and active listening.
• Advanced degree or equivalent