Experience Design Senior Associate

Contribute to innovative experience design, blending user needs with business goals in the dynamic environment of financial services.

As an Experience Design Senior Associate in the Digital products, you will play a pivotal role in shaping the user experience of our products and services by leveraging your advanced knowledge of experience design principles. Collaborating with cross-functional teams, create innovative, inclusive, and accessible solutions that cater to a diverse range of users. As a core contributor, align user needs with business goals. Your strong understanding of the financial services industry and JPMorgan Chase's IT systems will contribute to the continuous improvement of our offerings, navigating complex problems and driving strategic thinking. Your impact will be significant in the design, architecture, and functionality of our products, ensuring a seamless and enjoyable experience for our customers.

AI is rapidly changing the face of customer experience. Agentic experiences give us an opportunity to help our customers realize their full financial potential in ways that we are just beginning to imagine. The Digital team is creating these new experiences with a platform approach to enable our Lines of Business. Collaborating with a fast-paced, multidisciplinary team, the Vice President of UX Research will play a pivotal role in imagining, testing, and realizing Agentic experiences for our customers.

Job responsibilities

• Design and develop elegant solutions to specific interaction problems in agentic and conversational domains, and ensure consistency across multiple products and platforms that are evolving in real time as technology matures. Best practices in this are still emerging for Agentic CX, you will help inform what they are.
• Translate advanced knowledge of complex deeply sensitive interaction to create user-centric storyboards and designs that enable people interact with their financial institution in ways that simply weren’t possible before 
• Conduct data-driven analyses to inform design decisions and use data to transform raw information into valuable insights to inform decision-making
• Create experience maps and multi-modal conversational prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
• Prototype and validate agentic experiences in close partnership with engineering and AI platforms
• Design for trust, control, and progressive autonomy in agentic systems
• Translate complex agentic platforms into scalable, repeatable experience patterns
• Champion experience led decision making in ambiguous, fast moving environments
   

Required qualifications, capabilities, and skills

• 3+ years in a user experience design, conversation design, content strategy or equivalent role dedicated to creating experience that are mediated primarily through dialogues between customers and technology
• Proven ability to create visually appealing and functional designs using industry-standard tools (e.g., Figma)
• Demonstrated experience in designing and optimizing user experiences across multiple platforms, including mobile, agentic, and conversational experiences
• Previous experience interpreting complex data and transforming it into actionable insights for informed decision-making
• Proficient understanding of inclusive design principles, accessibility guidelines, and assistive technologies, with a history of creating accessible and inclusive digital experiences

Preferred qualifications, capabilities, and skills

• Experimented with vibe-coding platforms such as Lovable or Claude Code
• Experience working with and testing user-facing AI/ML applications and/or workflows

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

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.