Job Description

Job Description

Join our team to enhance AI-driven customer experiences by optimizing conversational models and capabilities. 

Are you ready to make a significant impact in the world of conversational AI? 

As a Computational Linguist in the Machine Learning & Optimization team, you are an integral part of the group that optimizes features, models, and AI capabilities for the Chase Digital Assistant (CDA) and other conversational AI products. You will act as the voice of the customer, developing a robust and scalable intent taxonomy to enhance conversation dialogue and understanding. Collaborate with cross-functional teams to deliver high-quality models and innovative approaches, ensuring top-tier customer experiences. 

Leverage your advanced linguistics and analytics expertise to analyze customer interactions with the Chase Digital Assistant, aiming to enhance the overall customer experience.  Identify areas where customers encounter challenges and propose targeted improvements. Collaborate closely with cross-functional teams to deliver comprehensive analysis and insights for the development of new intents and the refinement of existing ones. 

Job Responsibilities  

• Manage, monitor, and evaluate the CDA intent and entity taxonomy. 
• Work closely with Product Managers, ML Engineers, and Analytics by providing linguistic expertise and direction for new NLP capabilities (e.g., dialogue, ambiguity, inference). 
• Partner closely with Annotation Lead to review and optimize training data and enable meaningful and measurable outcomes. 
• Design extended analytic frameworks and semantic representations to support richer NLU models. 
• Develop and maintain documentation on Natural Language Understanding processes, guidelines, and best practices. 
• Conduct conversational analysis in close partnership with the Analytics team to identify patterns, anomalies, and opportunities for improvement. 
• Develop innovative conversation analysis strategies aimed at automating processes and enhancing efficiency. 
• Work closely with the design and experience teams to provide conversational insights and recommendations. 
• Compile reports to effectively communicate analysis findings and actively participate in cross-functional meetings. 
• Communicate insights and recommendations to stakeholders in a clear and actionable manner. 

Required Qualifications, Capabilities, and Skills  

• 3+ years of experience in Computational Linguistics. 
• Advanced knowledge of conversational AI product development life cycle, training, design, and conversation analysis. 
• Proven experience in conversation analysis, customer experience, or a similar role. 
• Strong analytical skills with the ability to interpret complex data sets. 
• Proficiency in creating, managing, and optimizing taxonomy and entities. 
• Excellent communication and presentation skills. 
• Ability to work collaboratively in a team environment. 
• Experience with conversational AI platforms and tools. 
• Familiarity with Python is a plus. 

Preferred Qualifications, Capabilities, and Skills  

• Master’s in Computational Linguistics, or related fields. 
• Background in linguistic analysis, including syntax, semantics, or pragmatics.
• Experience with financial institution customer-facing products and services.
• Experience handling customer queries and issues.
• Experience working with Generative AI and LLMs. 
• Demonstrated prior experience working in a highly matrixed, complex organization. 

About Us

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

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 CCB Data & Analytics team responsibly leverages data across Chase to build competitive advantages for the businesses while providing value and protection for customers. The team encompasses a variety of disciplines from data governance and strategy to reporting, data science and machine learning. We have a strong partnership with Technology, which provides cutting edge data and analytics infrastructure. The team powers Chase with insights to create the best customer and business outcomes.

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