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About the role
- Senior Conversation Designer creating conversational AI frameworks for TIAA. Collaborating with cross-functional teams to enhance client experiences through intuitive design.
Responsibilities
- 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
Requirements
- 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
Benefits
- Equal Opportunity Employer
- Accessibility Support
- Drug-free workplace
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