Lead AI Conversational Designer

Delta Air Lines, Inc.•Atlanta, GA

27d

About The Position

Delta is on a transformative journey to modernize our digital communication ecosystem and deliver next generation experiences to our customers. As a Lead Conversational Designer, you will lead the creation of innovative, human-centered conversational experiences across our digital product ecosystem. This role will collaborate cross-functionally with a team of content designers, UX/UI designers, product managers, researchers and engineers to develop and deliver best-in-class experiences. You'll set standards for quality and design excellence, mentor junior team members, and drive continuous improvement through data-driven insights and advanced prompt engineering. Your work will shape the future of digital communications and customer engagement at Delta. Your strategic mindset and deep understanding of conversational design will ensure our systems are empathetic, effective, and aligned with both user needs and operational goals. You're a designer who understands how people think and how machines respond, skilled at crafting natural conversations while leveraging AI capabilities to deliver intuitive, human-centered experiences. As a Lead Conversational Designer, you will lead the design and optimization of conversational experiences across AI-powered and rules-based platforms including chatbots, voice assistants, and digital interfaces. You'll oversee the development of empathetic, efficient, and brand-aligned interactions, partnering with cross-functional teams to drive innovation and quality. Leveraging conversational frameworks, data-driven insights and prompt engineering, you'll advocate for best practices across Delta's digital communication platforms.

Responsibilities

Lead the design and optimization of conversational experiences for AI agents, chatbots, voice assistants, and other digital interfaces, ensuring alignment with user needs, brand standards and operational goals.
Drive complex projects and initiatives, setting benchmarks for design quality, innovation, and user engagement.
Develop and champion best practices in conversational design, including content guidelines, tone of voice frameworks, and conversation guardrails.
Translate user needs and business goals into effective dialogue systems and interaction patterns.
Collaborate with product, engineering, UX/UI, content and research teams to integrate conversational experiences into mobile apps, web platforms, and customer support channels.
Partner with research teams to conduct and leverage user research and usability testing to validate and iterate on conversation designs.
Analyze conversational data to identify opportunities for improvement and measure impact on user engagement and satisfaction.
Apply advanced prompt engineering techniques to refine AI-generated responses, ensuring alignment with user intent and brand voice.
Stay current with emerging trends in AI, LLMs, and human-computer interaction, proactively identifying opportunities to enhance conversational experiences.
Mentor and support junior designers, fostering a culture of continuous learning and improvement.