Job Description

Shape the future of user experience and Conversational AI with strategic design initiatives that blend business needs, user insights, and cutting-edge AI technologies.

As an Experience Design Vice President in the Payment Operations team, you will play a pivotal role in shaping the user experience across our products and services—including the design and development of Conversational AI chat tools for Operations Teams. Leveraging your deep knowledge of design, research practices, and conversational interface design, you will lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs. As a subject matter expert, you will collaborate with cross-functional teams, guide and mentor junior designers, and foster a culture of inclusivity and accessibility. Your expertise in experience strategy, inclusive design, and AI-driven solutions will ensure our offerings are not only visually appealing but also accessible, user-friendly, and powered by natural language technologies to enhance the overall customer and employee experience.

Job responsibilities

• Develop and execute design/research strategies for complex projects—including Conversational AI tools and chatbots—ensuring alignment with business objectives and user needs across multiple product areas.
• Lead the design of AI-powered chat tools and natural language interfaces for Operations Teams, focusing on intuitive, human-centered interactions that drive efficiency and engagement.
• Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints, including conversational flows and AI-driven user journeys, as you lead end-to-end design initiatives within a specific domain.
• Collaborate with cross-functional teams—including AI/ML engineers and product managers—to integrate user experience and conversational design into the product development process, ensuring seamless, customer-centric, and employee-centric solutions.
• Analyze market trends and leverage data insights, including conversational analytics, to inform design decisions and optimize user and agent experiences across various platforms and channels.
• Operate with an iterative design mindset, gathering and incorporating user and agent feedback to continuously improve the overall experience of our offerings, including AI chat tools.
• Deliver across concurrent projects and efficiently scale execution of design direction, providing status and transparency to leadership. Collaborate with Product Owners, Business Sponsors, Strategists, Developers, and the design team to entrench a culture of design—and define the end-to-end product and conversational experience.
• Work closely with our Design System to produce and contribute to patterns, including conversational UI components, and to develop and refine our Visual and Conversational Design Language.
• Present your work to a diverse selection of business stakeholders and the broader product and technology organization—and use your expertise in design thinking and conversational AI to plan and facilitate ideation and alignment workshops with project stakeholders.
• Create next-generation experiences, applying expertise in User Experience, Information Architecture, Interaction Design, Data Visualization, and Conversational AI to develop compelling experiences for our products.

• Mentor junior designers and foster a culture of diversity, inclusion, and innovation in AI-driven design.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in user experience design, conversational AI design, or similar roles.
• Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, prototypes, and conversational flows at different levels of fidelity.
• Experience designing, prototyping, and deploying Conversational AI solutions (e.g., chatbots, virtual assistants) using natural language processing and AI technologies.
• Demonstrated experience in inclusive design, accessibility guidelines, and assistive technologies, with the ability to incorporate diverse perspectives and abilities into both visual and conversational 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 and employee-centric decision-making.
• Proven ability to create visually appealing and functional designs using industry-standard tools (e.g., Figma) and conversational design platforms (e.g., Dialogflow, Microsoft Bot Framework, or similar).
• Proficiency designing for high-density, data-driven, and conversational experiences.
• Ability to think through user and agent problems, find reasonable solutions, test and evidence in order to explain your rationale to multiple roles, mock them up in detail, and work with engineers to build them.
• Understanding and practice of the different phases of the user research and design process—including validating hypotheses with users, effectively communicating concepts, and creating low/high fidelity prototypes for both visual and conversational interfaces.

• Experience leading new business thinking and strategy through user-centered and conversational design work, with strong facilitation skills and experience employing a variety of techniques to run complex design-led workshops.

Preferred qualifications, capabilities, and skills

• Comfortable with structuring and planning design work in cross-functional and AI/ML contexts.
• Prior experience working in complex business domains or in enterprise environments (financial services or other) working on large-scale transformation programs, including AI tool deployment.
• Ability to understand and articulate how technical constraints and opportunities—including AI/ML capabilities—influence design solutions.
• Familiarity with technology concepts and an understanding of various technical approaches and lifecycles (e.g., agile development methodologies, DevOps practices, frontend development structures, and AI model deployment).
• Understanding of product lifecycles from a UX and conversational AI perspective (e.g., how user and conversational experiences evolve throughout the different stages of a product's lifecycle).

• Knowledge and experience working in Agile a plus.