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.
Plan, write and present conversational flows, dialogue, and intent-level 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.
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
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

Senior Conversation Designer

Key skills