Conversational UX Designer

Caterpillar Inc.•Peoria, IL

About The Position

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Your Work Shapes the World at Caterpillar Inc. Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world. Job Summary: As a Conversational UX Designer, you're designing autonomous systems that can think, act, and hand off to customers seamlessly, bridging the gap between requirements and intuitive AI interactions. You will design, prototype, and optimize multi-turn conversational experiences across voice and chat channels, leveraging Generative AI and agentic workflows to create solutions that help our customers solve their toughest challenges. This is a highly collaborative role in which you will serve as both a creative writer and a designer, ensuring every Cat AI Assistant interaction is brand-aligned, data-driven, and customer-centered. Cat AI Assistant leverages data that is exclusive to Caterpillar, including operation and maintenance manuals, parts catalogs, purchase history, and experience from millions of assets in the field. This means customers get reliable information specific to their machines and work. We have decades of high-quality data generated from the development, testing, and operation of millions of machines in the field, which provides us a unique advantage as we harness the power of AI for our customers.

Requirements

Creativity: Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Web Software Design: Knowledge of web software design; ability to design, develop, maintain and enhance web-based or web-enabled software.
Human-Centered Design (HCD): Knowledge of Human-Centered Design model, principle, and concepts; ability to understand the perspective of people who experience a problem, their needs, and provide them with a solution which truly meets their needs effectively.
User Experience Design: Knowledge of user experience design tools, techniques and approaches; ability to design applications that are valued, positively perceived and used by clients.
User Interface Design: Knowledge of activities, practices, deliverables and considerations; ability to design effective graphic user interfaces for delivery of information to the client's desktop workstation.

Nice To Haves

Proven Expertise: Experience in Conversational UX, Voice User Interface (VUI) design, UX Writing, or a related Product Design role.
AI Fluency: Understanding of NLP/NUL concepts, Large Language Models (LLMs), Chat/Voice, and the emerging field of Agentic AI workflows.
Technical Toolbelt: Proficiency in conversational prototyping tools such as Figma, and voice/chat-centered tools.
Strategic Writing Skills: Exceptional UX writing ability, with the skill to adapt tone and style specifically for conversational interfaces that support complex flows for our industrial customer use cases.
Agile Mindset: Experience working within an Agile framework, managing multiple priorities in a fast-paced, iterative environment.
Analytical Rigor: The ability to translate raw data and customer feedback into actionable design improvements.

Responsibilities

Design End-to-End Experiences: Lead the discovery, design, and delivery of dialog flows, user journeys, and customer workflows for voice and chat platforms across complex, high-stakes interactions of heavy industry and physical worksites.
Craft AI Personas & Copy: Develop distinct assistant personas aligned with our brand and write high-quality, concise, and context-aware content using UX writing best practices.
Determine multi-turn dialog strategies: set the direction for proactive suggestions, disambiguation, confirmations, voice patterns, barge-in, repair, and latency management.
Lead Collaborative Workshops: Facilitate design and stakeholder sessions to elicit requirements, define project scopes, and advocate for user-centered design.
Optimize Through Data: Analyze interaction metrics and test initiatives, and continuously iterate on interactions to improve assistant responses and customer satisfaction.
Enable Partners & Stakeholders: Create design briefs, wireframes, and prototypes (using tools like Figma) to communicate solutions to non-technical audiences.