Dir, Principal Conversation Designer

TIAA is looking for Dir, Principal Conversation Designer to join Experience Design team. The Principal Conversation Design role is responsible for leading the effort to shape and craft simple, approachable, and straightforward language, hierarchy, and voice & tone for our digital experiences. In partnership with designers, product owners, and technologists, this position plays a critical lead role in shaping our end-to-end experiences with meaningful contributions to the foundational components of conversation design.

This role supports our efforts to guide, inform and educate our clients to make the best choices for their future financial security, supporting our participants to and through their retirement.

TIAA's design office is redefining the future of retirement, building confidence and improving the lives of millions of Americans. Our mission is to foster a design-led culture and strengthen 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.

The Principal Conversation Designer, you will support our conversational AI design initiatives, developing frameworks and dialogue flows that enhance how we engage with clients and participants. You'll contribute to AI conversation design guidelines and best practices, collaborate with product and development teams on AI assistant capabilities, work cross-functionally to enhance conversational experiences, and play a key role in shaping TIAA's AI-powered conversational interfaces.

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. Study and understand how participants and B2B audiences consume content to plan for retirement.
• 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

Related Skills

Accountability, Adaptability, Collaboration, Communication,…