Conversational UX Lead

About the role

The Director of Conversational UX & AI Experiences on the Digital Coach team will define how the AI-powered financial chatbot behaves, engages, and builds trust with customers across ongoing, multi-session interactions. This is a hands-on leadership role for a senior individual contributor who thrives at the intersection of conversational design, frontend systems, and AI-powered products.

Responsibilities

• Own the end-to-end conversational experience for an AI-powered financial chatbot, from concept through production
• Design and evolve agent-based, stateful conversational experiences beyond traditional chat interfaces
• Define conversation states, memory strategies, re-entry moments, and UX patterns for financial guidance
• Partner closely with platform AI teams to shape inputs, context, and outputs into trusted, human-centered experiences
• Lead front-end experience design, conversational UX, and rapid prototyping efforts
• Translate financial policies, guardrails, and compliance constraints into clear, intuitive user experiences
• Collaborate with product, engineering, design, and risk partners to ensure alignment across teams
• Continuously iterate on experiences using user feedback, behavioral insights, and quality signals

Requirements

• 8+ years of experience in UX, product, or conversational design, including AI-powered or agent-based systems
• Proven ability to design complex, stateful, multi-turn and multi-session user journeys
• Strong systems thinking, with fluency collaborating across product, engineering, and AI platform teams
• Hands-on experience shaping front-end experiences and interaction models for customer-facing products
• Able to balance innovation with clarity, trust, and compliance in regulated environments
• Experience in finance, fintech, or other regulated domains strongly preferred

Skills

• Expertise in conversational design and AI-powered systems
• Strong systems thinking and collaboration skills
• Experience in shaping front-end experiences and interaction models
• Ability to translate financial policies into intuitive user experiences
• Strong communication and stakeholder management skills