JP Morgan Chase & Co.

Senior Associate, Conversation Design

JP Morgan Chase & Co. • $110K — $130K *
Brooklyn, NY 11245In-Person
Finance & Insurance
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 3+ years in conversation design, UX design, content design, HCI, linguistics, or similar field focusing on digital products/services.
  • Experience creating interaction design artifacts like flows, storyboards, or prototypes.
  • Knowledge of inclusive design principles and accessibility guidelines.
  • Strong communication skills for collaboration with diverse teams.
  • Ability to leverage iterative design and feedback for continuous improvement.
  • Basic technical knowledge of platform constraints affecting user experience.

Responsibilities

  • Design and refine conversational flows for various interaction styles including generative and hybrid experiences.
  • Create conversation design artifacts that clarify interaction intents and user journeys.
  • Apply information architecture techniques to enhance navigation within conversational journeys.
  • Shape assistant behavior by defining characteristics in collaboration with technical teams.
  • Ensure cross-platform consistency and document designs for stakeholder alignment.
  • Integrate inclusive design principles considering diverse user needs and assistive technology.
  • Participate in feedback cycles to iteratively enhance design quality.

Benefits

  • Opportunities for professional development and ongoing training.
  • Collaborative work environment with cross-functional teams.
  • Focus on innovation and pushing boundaries in digital finance.
  • Commitment to inclusive and accessible design principles.
  • Exposure to cutting-edge conversational AI technology and practices.
Full Job Description
Job Description

Role summary

As a Senior Associate, Conversation Designer in Business Banking, you will contribute to innovative, inclusive, and accessible conversational experiences that help customers navigate their financial lives across our digital channels (e.g., web/mobile chat and/or voice/IVR). You will partner with cross-functional teams (Product, Engineering, Data/ML, Research, Content/Design) to design and iterate conversational flows that align user needs with business goals. You will operate with an iterative design mindset, using feedback and data insights to improve clarity, comprehension, and task success.

Job responsibilities
  • Design and refine conversational flows for generative, deterministic and hybrid conversational and agentic experiences, including happy paths, edge cases, and escalation/fallback patterns.
  • Create conversation design artifacts such as dialog samples, user intents/jobs-to-be-done, response guidelines, flow diagrams, prompt/behavior requirements, guardrail considerations, and evaluation criteria that clearly communicate interaction intent.
  • Apply information architecture and storyboarding techniques to improve navigation, findability, and user comprehension within conversational journeys.
  • Help shape LLM-powered assistant behavior by defining desired tone, boundaries, knowledge needs, prompt patterns, handoff rules, and success measures in partnership with Product, Engineering, and Data/ML partners.
  • Collaborate with cross-functional teams to ensure conversational designs are consistent across platforms (web/mobile) and feasible to implement. Contribute to documentation and design rationale to align stakeholders and support implementation.
  • Incorporate inclusive design principles and accessibility guidelines into conversational experiences, considering diverse users and assistive technologies.
  • Participate in critique and review cycles; incorporate feedback to iterate quickly and improve experience quality.
  • Support user research and testing (e.g., script contributions, prototype walkthroughs, synthesis support) and translate insights into design improvements.
  • Use available performance signals (e.g., qualitative feedback, conversation logs, basic metrics) to identify friction and propose incremental improvements.
  • Partner (with guidance) with Data/ML and Engineering teams to improve AI performance, including intent refinement, training examples, knowledge grounding, pattern definition, response quality, and guardrail feedback.
  • Stay current on conversational AI patterns, generative AI/LLM product capabilities, AI-agent platforms, evaluation methods, emerging tooling, and responsible AI best practices, sharing learnings within the team.


Required qualifications, capabilities, and skills
  • 3+ years of experience (or equivalent internships/portfolio) in conversation design, UX design, content design, HCI, linguistics, or a related discipline focused on digital products/services.
  • Demonstrated ability to create interaction design artifacts (e.g., flows, storyboards, wireframes, prototypes, or dialog scripts).
  • Working knowledge of inclusive design principles and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions.
  • Strong communication skills and comfort collaborating with cross-functional partners.
  • Ability to operate with an iterative design mindset and apply feedback to improve designs.
  • Basic technical literacy and willingness to learn how platform constraints (e.g., APIs/services, channels, authentication states) impact the experience.


Preferred qualifications, capabilities, and skills
  • Interest in generative AI, LLM-driven chat, AI agents, prompt patterns, response evaluation, and responsible AI.
  • Familiarity with conversation design platforms or generative support automation such as Sierra, Decagon, Google CCAI, or similar.
  • Basic understanding of NLU, LLMs, retrieval/knowledge grounding, prompt design, AI-agent behavior, and their implications for user experience, trust, and safety.
  • Exposure to evaluating AI-assisted conversations, including reviewing transcripts, identifying failure modes, improving response quality, and translating insights into design or platform changes.
  • Experience in financial services or interest in banking/servicing journeys.


About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.

About JP Morgan Chase & Co.

JP Morgan Chase & Co. stands at the forefront of the global financial services industry. They offer an expansive array of products and services to a diverse clientele, including individuals, corporations, governments, and institutions. Ever since the merger of J.P. Morgan & Co. and Chase Manhattan Corporation in 2000, this industry-leading entity has become renowned for its comprehensive portfolio encompassing consumer and community banking, corporate and investment banking, commercial banking, as well as asset and wealth management. Headquartered in the vibrant city of New York, JP Morgan Chase & Co. boasts a formidable presence across over 100 countries worldwide.

Unveiling Employment Opportunities at JP Morgan Chase & Co.

Vacancies and Hiring Initiatives

JP Morgan Chase & Co. is continuously on the lookout for talented individuals eager to contribute to its legacy of excellence. The company's recruitment efforts are geared towards identifying candidates with the right blend of skills and qualifications to drive forward its various business segments. Whether you are a seasoned professional or a recent graduate, JP Morgan Chase offers a plethora of job openings across multiple disciplines.

High-Demand Positions

Among the myriad of roles, certain positions stand out for their attractive compensation packages and career advancement prospects. Notably, high-paying jobs at JP Morgan Chase & Co. include Relationship Manager, Branch Manager, and Software Engineer. These roles are critical to the firm's operations and offer lucrative opportunities for those with the requisite expertise.

Navigating the Job Market at JP Morgan Chase & Co.

Leveraging Job Portals and Job Alerts

For job seekers aiming to tap into the opportunities at JP Morgan Chase, staying updated through job portals and subscribing to job alerts is crucial. These tools can provide timely information about job openings, job fairs, and recruitment events, enabling candidates to apply promptly and prepare adequately for interviews.

Preparing Your Job Application

Your job application, comprising your resume and cover letter, is your ticket to securing an interview at JP Morgan Chase. Highlight your qualifications, skills, and experiences that align with the job listing, ensuring you stand out in the competitive job market.

Acing the Interview

Preparation is key to succeeding in your interview with JP Morgan Chase. Familiarize yourself with the company's business segments, values, and recent achievements. Demonstrating how your background and aspirations match the company's goals can significantly increase your chances of employment. A World of Job Opportunites in the Financial Services Industry JP Morgan Chase & Co. offers a world of job opportunities for those seeking to make their mark in the financial services industry. With competitive salaries, comprehensive benefits, and endless possibilities for growth, positions at JP Morgan Chase are highly coveted. By staying informed through job sites, tailoring your applications, and preparing thoroughly for interviews, you can enhance your prospects of joining the esteemed ranks of JP Morgan Chase employees. Explore the job board, seize the job opportunities, and embark on a rewarding career journey with one of the world's leading financial institutions.
Learn more about JP Morgan Chase & Co.
Size
661 employees
Market Cap
$384.5 billion
Industry
Finance & Insurance
Net Income
$29.1 billion
Founded
1823
5 Year Trend
+0.7%
Revenue
$261.5 million
NASDAQ
CCF
* Ladders Estimates

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