TIAA

Senior Conversation Designer

TIAA

full-time

Posted on:

Location Type: Hybrid

Location: Virtual • North Carolina • United States

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Salary

💰 $46 - $72 per hour

Job Level

Senior

About the role

  • Support the development and implementation of TIAA's conversational AI experiences
  • Create intuitive frameworks that enhance client and participant engagement
  • Collaborate with design, product, development, and marketing teams to develop clear and concise content
  • Conduct content audits and content gap analyses to ensure that user experiences consistent with industry best practices
  • Research and analyze audience needs, preferences, objectives, and methods
  • Identify and help solve problems in new and existing user experiences

Requirements

  • 5+ years of conversation design, content strategy, and/or UX writing experience
  • Experience designing conversational AI experiences for financial services or similarly regulated industries
  • Knowledge of how GenAI- and LLM-powered chatbots that use prompt stacking work
  • Demonstrated ability to create conversation flows, dialogue patterns, and prompt libraries
  • Strong understanding of natural language processing (NLP) concepts and conversation design principles
  • Experience with conversation design tools (e.g., Figma, Dialogflow, Voiceflow, Lex, or similar)
  • Knowledge of AI assistant capabilities, limitations, and best practices
  • Familiarity with compliance and risk management considerations in AI conversations
  • Experience collaborating with cross-functional teams including product, development, engineering, legal, and compliance
  • Ability to create, maintain, and update conversation design documentation and guidelines
  • Experience with dev testing, user testing, and iterative design processes
  • Strong analytical skills to evaluate conversation performance and identify improvement opportunities
  • University degree preferred in Communications, English, UX Design, HCI, or related field
Benefits
  • Equal Opportunity Employer
  • Accessibility Support
  • Drug-free workplace
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
conversation designcontent strategyUX writingconversational AInatural language processingconversation flowsdialogue patternsprompt librariesdev testinguser testing
Soft Skills
analytical skillscollaborationproblem-solvingcommunication