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Join our Machine Learning and Optimization team to shape the future of conversational AI at Chase. You'll help transform customer interactions by leveraging advanced LLMs and cutting-edge NLP techniques. This is an opportunity to grow your career, collaborate with experts, and make a real impact on our digital products.

As a Computational Linguist in the Machine Learning and Optimization team, you will optimize features, models, and AI capabilities for the Chase Digital Assistant and other conversational AI products. You will drive the transition to LLM-based, context-rich conversational AI, develop scalable intent taxonomies, and refine conversation flows. You will work closely with cross-functional teams to deliver high-quality models and innovative solutions, ensuring scalability and resiliency.

You will collaborate with annotation leads, product managers, and ML engineers to enhance training data and conversational flows. Your expertise will support continuous improvement in customer experience and journey design, while maintaining documentation and best practices for Natural Language Understanding processes.

Job Responsibilities

+ Manage, monitor, and evaluate the Chase Digital Assistant's intent and entity taxonomy and the model training.

+ Collaborate with developers, machine learning engineers, and quality assurance teams to resolve model-related issues as they occur.

+ Serve as a subject matter expert, engaging with various stakeholders throughout the product lifecycle, and maintain a strong understanding of the Chase Digital Assistant's model from both customer and technical perspectives.

+ Work closely on the adaptation to LLM-driven workflows, ensuring seamless integration of LLMs with existing conversational AI architectures and event tracking systems.

+ Work closely with Product Managers, ML Engineers, and Analytics by providing linguistic expertise and direction for new NLP capabilities (e.g., dialogue, ambiguity, inference).

+ Design, evaluate, and optimize prompts and intent/flow descriptions for LLM-powered chatbots, ensuring more intelligent dialogue management and generative repair capabilities.

+ Partners closely with Annotation Lead to review and optimize training data, including large-scale refreshes and revisions of training sets and intent/flow/slot descriptions.

+ As a subject matter expert, be a resource for the annotation team for their understanding and evaluation of customer language and the models.

+ Collaborate on the transition from single-utterance, manual analysis to full-conversation, structured context analysis, leveraging LLMs for nuanced understanding and targeted optimization.

+ Implement and monitor performance metrics (e.g., F1 Score), report results to identify gaps and performance optimization opportunities.

+ Implement current metrics to assess LLM-powered chatbot performance, and strengthen the evaluation process by introducing new metrics to provide additional guardrails for LLM performance.

+ Identify new testing opportunities and conversational strategies, including extractive QA, flow-switching, and conversational efficiency.

+ Develop and maintain documentation on Natural Language Understanding processes, guidelines, and best practices.

+ Identifying optimization opportunities across teams, supporting continuous improvement in customer experience and journey/flow design.

Required Qualifications, Capabilities, and Skills

+ Three years of experience in Computational Linguistics or Natural Language Processing within chatbot development or related AI applications.

+ Background in linguistic analysis, including syntax, semantics, or pragmatics.

+ Experience with financial institution customer-facing products and services.

+ Experience handling customer queries and issues.

+ Customer service experience within Chase is highly ideal.

+ Advanced knowledge of conversational AI product development, training, design, and analysis.

+ Hands-on experience with LLMs, including integration, evaluation, prompt engineering, and performance monitoring.

+ Experience with conversational analysis and context-aware classification/extraction.

+ Excellent analytical and problem-solving skills.

Preferred Qualifications, Capabilities, and Skills

+ Master's degree in Computational Linguistics or Linguistics.

+ Experience with Conversational AI, hybrid architectures, and generative AI technologies.

+ Prior experience in a highly matrixed, complex organization.

+ Experience with large-scale training set refreshes, flow and slot description optimization, and LLM-driven journey/flow design.

+ Familiarity with LLM safety, bias, compliance, and advanced performance metrics.

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