Support the development and implementation of TIAA's conversational AI experiences
Create intuitive frameworks that enhance client and participant engagement
Collaborate with design, product, development, and marketing teams to develop clear and concise content
Conduct content audits and content gap analyses to ensure that user experiences consistent with industry best practices
Research and analyze audience needs, preferences, objectives, and methods
Identify and help solve problems in new and existing user experiences

5+ years of conversation design, content strategy, and/or UX writing experience
Experience designing conversational AI experiences for financial services or similarly regulated industries
Knowledge of how GenAI
and LLM-powered chatbots that use prompt stacking work
Demonstrated ability to create conversation flows, dialogue patterns, and prompt libraries
Strong understanding of natural language processing (NLP) concepts and conversation design principles
Experience with conversation design tools (e.g., Figma, Dialogflow, Voiceflow, Lex, or similar)
Knowledge of AI assistant capabilities, limitations, and best practices
Familiarity with compliance and risk management considerations in AI conversations
Experience collaborating with cross-functional teams including product, development, engineering, legal, and compliance
Ability to create, maintain, and update conversation design documentation and guidelines
Experience with dev testing, user testing, and iterative design processes
Strong analytical skills to evaluate conversation performance and identify improvement opportunities
University degree preferred in Communications, English, UX Design, HCI, or related field

Senior Conversation Designer

Key skills