Director, Principal Conversation Designer

Responsibilities

Lead and collaborate with design, product, development, and marketing teams to develop clear and concise conversational content
Conduct content audits and content gap analyses
Lead and collaborate with UX design and content strategy to build consistency and clarity across experiences
Work with research to analyze audience needs, preferences, objectives, and methods
Plan, write and present conversational flows, dialogue, intent‑level prompts, and global prompts for existing and emerging mobile and web experiences
Identify and help solve problems in new and existing user experiences
Create consistent, on‑brand messaging that clearly articulates the benefits of TIAA products and services
Establish trusted advisory stakeholder relationships, acting as SME for TIAA related products and services in specific verticals
Conduct SME interviews to identify and define user intents across conversational experiences
Test conversational interactions, monitor live performance, and iterate on intent recognition and response quality
Requirements

5+ years of conversation design, content strategy, content design and/or UX writing experience
Extensive knowledge of how GenAI- and LLM-powered chatbots that use prompt stacking work
Experience with conversation design tools (e.g., Figma, Dialogflow, Voiceflow, Lex, or similar)
Demonstrated ability to create conversation flows, dialogue patterns, prompt libraries, and a demonstrable understanding of UX for conversationally driven experiences
Understanding of natural language processing (NLP) concepts and conversation design principles
Knowledge of AI assistant capabilities, limitations, and best practices
Experience collaborating and leading efforts with cross‑functional teams including product, development, engineering, legal, and compliance

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