Director, Principal Conversation Designer

Responsibilities

• Lead and collaborate with design, product, development, and marketing teams to develop clear and concise conversational content
• Conduct content audits and content gap analyses
• 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
• Identify and help solve problems in new and existing user experiences
• Create consistent, on‑brand messaging that clearly articulates the benefits of TIAA products and services
• 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

• 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
• 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