Experience Design, Executive Director - Home Lending
Company: JPMorganChase
Location: Plano
Posted on: April 1, 2026
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Job Description:
Description As an Experience Design Executive Director in Chase
Home Lending, 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. This role will oversee AI-infused customer
experiences across Home Lending, including pre-qualification
guidance, document intelligence, and proactive servicing. It will
partner closely with data science, engineering, and risk/control
teams to translate model capabilities into trustworthy user
experiences. The team will design consent, transparency, and
escalation pathways tailored to AI features in a regulated lending
context. The scope includes conversation design for AI assistants,
uncertainty communication , and human-in-the-loop review workflows.
Success will be measured by customer outcomes, fairness, and
reliability of AI-enabled journeys. 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
Translate model performance signals (e.g., precision, recall,
calibration, confidence scores) into customer-friendly UX decisions
and acceptance thresholds. Operationalize Responsible AI in design:
consent and disclosures, explainability UI, error handling, bias
detection touch points, and post-decision review mechanisms.
Establish experimentation and learning loops for AI experiences
(A/B tests, offline evaluations) and instrument telemetry to
monitor drift and reliability. Lead conversation and content design
for Home Lending AI assistants, ensuring brand voice,
accessibility, regulatory compliance, and seamless agent
escalation. 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. Demonstrated privacy-by-design practices
for AI features, including consent flows, data minimization, and
transparent disclosures for use of customer data. Proven
collaboration with ML engineering/MLOps and risk/control partners
to ship AI features responsibly at scale. Preferred qualifications,
capabilities, and skills Experience with generative AI assistants
and retrieval-augmented experiences in financial services.
Familiarity with ML platforms and tooling (e.g., feature stores,
model monitoring, experimentation frameworks) from a product/UX
perspective. Experience designing AI-powered document intelligence
and classification workflows (e.g., mortgage document ingestion and
verification). Exposure to accessibility considerations unique to
AI experiences, including voice interaction and assistive
technology compatibility for generated content. Track record of
launching AI features with measurable outcomes; ability to assess
impact using experimentation and causal methods. Knowledge of
ethical AI standards and emerging regulations affecting consumer AI
in financial services. Comfort facilitating design critiques and
risk reviews focused on AI features, including fairness,
robustness, and customer safety.
Keywords: JPMorganChase, Grand Prairie , Experience Design, Executive Director - Home Lending, IT / Software / Systems , Plano, Texas
