Principal Conversation Designer

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures employees receive a competitive base salary, annual stock grants, an employee stock purchase plan, a 401(k), and access to free, year-round money coaches.

About the role

As a Principal Conversation Designer, you will lead the design, strategy, and execution of human-centered conversational experiences across T-Mobile’s digital ecosystem. You will translate AI product vision into working behavioral systems—building conversation response patterns, structured content models, and interaction frameworks that govern how AI agents interpret, respond, and act.

This role involves:

• Designing systems that shape AI behavior
• Working with structured content, schemas, and ontologies
• Operating in ambiguity and shipping quickly
• Deep collaboration with design, engineering, and legal/compliance teams

This role is not focused on:

• Writing UI copy or chatbot scripts
• Pure UX or visual design
• Pure research or strategy without execution

Responsibilities

• Drive conversation design strategy for AI and automated experiences; identify AI opportunities, build conviction, and advocate for direction.
• Define and evolve voice, tone, and personality guidelines aligned with T-Mobile’s brand.
• Leverage research, analytics, and usability insights to optimize conversational journeys.
• Create scalable conversation architectures, dialog systems, and reusable patterns across platforms.
• Design conversation response patterns and agentic interaction models governing AI behavior, including intent interpretation, negotiation, and autonomous action.
• Build patterns ensuring AI behavior is explainable, predictable, and controllable, addressing trust, compliance, and human-in-the-loop requirements.
• Own conversation strategy defining AI’s scope, escalation logic, edge case coverage, and readiness standards for AI-generated dialogue.
• Collaborate with Product, UX, Research, Engineering, and ML/LLM teams to improve natural interactions and user outcomes.
• Lead cross-functional workshops to align on user needs and business goals.
• Mentor conversation designers and cross-functional partners, advocating for best practices in AI-driven experiences.
• Rapidly test and refine conversation patterns based on user interactions, task success signals, and trust/escalation data.
• Analyze conversational output and performance metrics to continuously improve experiences.

Requirements

• 7+ years of experience in UX writing, content design, or conversational design.
• Strong portfolio demonstrating systems thinking and end-to-end AI conversation design, including shipped outcomes and structured content frameworks.
• Deep understanding of human-centered design principles.
• Experience collaborating across Product, Design, Engineering, and Research.
• Deep understanding of voice and text-based conversational systems, including design, development, and optimization of chatbot and GenAI/LLM-driven experiences.

Preferred Qualifications

• Experience with structured data, schemas, ontologies, or content models enabling scalable AI behavior.
• Leadership experience mentoring or coaching designers.

Skills

• Human-centered design
• Conversation response pattern design, ontologies, and structured content modeling
• Content strategy and information architecture
• Prompt engineering, AI output accountability, and critical evaluation of AI-generated content
• UX research and analytics interpretation
• Voice and tone development
• Cross-functional collaboration
• Leadership and mentorship

What Success Looks Like

• Clear, consistent, and meaningful AI-driven conversations helping customers achieve goals easily.
• Scalable conversation design frameworks implemented across platforms.
• A high-performing team of conversation designers supported by your leadership.
• Alignment and delivery on cross-functional goals like AI containment or ecommerce growth.
• Influencing stakeholders by challenging assumptions, defending tradeoffs, and driving outcomes.
• Post-launch conversation metrics, including containment rates, escalation triggers, and satisfaction signals.

Candidates must be at least 18 years of age, legally authorized to work in the United States, and may be required to travel.

Pay

Base pay range: $115,400 – $208,100. The successful candidate’s actual pay will be based on work location, qualifications, and experience. Most corporate employees are eligible for an annual bonus target of 20%.

Benefits

• Medical, dental, and vision insurance
• Flexible spending account
• 401(k) with company match
• Annual stock grants and employee stock purchase plan
• Paid time off (up to 4 weeks for full-time, 2.5 weeks for part-time) and up to 12 paid holidays annually
• Paid parental and family leave
• Family building benefits, back-up care, enhanced family support, and childcare subsidy
• Tuition assistance and college coaching
• Short- and long-term disability coverage
• Voluntary AD&D, accident, life, disability, and long-term care insurance
• Mobile service and home internet discounts
• Pet insurance
• Commuter and transit programs