Sr. Conversation Designer

About the role

TIAA's design office is redefining the future of retirement, fostering a design-led culture and strengthening our craft capabilities to unlock innovation through cohesive, end-to-end experiences. Through accessible design, we strive to bring dignity to every participant and arm them with secure income to and through retirement.

Responsibilities

• 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.
• 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.
• Study and understand how participants and B2B audiences consume content to plan for retirement.
• Create consistent, on-brand messaging that clearly articulates the benefits of TIAA products and services, while streamlining operational tasks for internal and external audiences.
• 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

• University (Degree) Preferred
• 5+ Years Required; 7+ Years Preferred

Qualifications

• 5+ years of conversation design, content strategy, content design and/or UX writing experience
• 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
• Understanding of natural language processing (NLP) concepts and conversation design principles
• Knowledge of AI assistant capabilities, limitations, and best practices
• Experience collaborating with cross-functional teams including product, development, engineering, legal, and compliance

Skills

• Accountability
• Adaptability
• Collaboration
• Communication
• Consultative Communication
• Continuous Improvement Mindset
• Creative Thinking
• Critical Thinking
• Innovation
• Prototyping
• Relationship Management
• Test & Learn Mentality
• User Experience Design