Dir, Principal Conversation Designer

Key Responsibilities And Duties

• Lead and collaborate with design, product, development, and marketing teams to develop clear and concise conversational content to reach business goals and TIAA’s internal and external audiences.
• Conduct content audits and content gap analyses to ensure that user experiences are consistent and in line with industry’s best practices and enterprise needs.
• 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, including user intent mapping, happy paths, edge cases, and fallback strategies.
• Identify and help solve problems in new and existing user experiences to ensure ease of use in a complex, fast-paced, deadline-driven financial environment.
• Create consistent, on-brand messaging that clearly articulates the benefits of TIAA products and services, while streamlining operational tasks for internal and external audiences.
• 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.

Educational Requirements

University (Degree) Preferred

Work Experience

5+ Years Required; 7+ Years Preferred

Career Level

9IC Required

Skills

• 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, as well as 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