Principal Conversation Designer

T-Mobile•Bellevue, WA

1d•$115,400 - $208,100•Onsite

About The Position

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! Please include your portfolio with your application, showcasing your conversation design process— from problem framing and user journey mapping to final dialogue flows and interaction models. T-Mobile is changing the way people buy wireless by offering a more customer-focused and simplified experience. We are a customer-obsessed company, and we are also evolving into a data-driven mobile technology business. At T-Mobile, we pride ourselves on being the Un-Carrier, industry disruptors obsessed with solving our customer’s pain points. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Role Overview: As a Principal Conversation Designer, you will lead the design, strategy, and execution of human-centered conversational experiences across T-Mobile’s digital ecosystem. As part of the Product Experience Design & Innovation (PXDI) organization, you will translate AI product vision into working behavioral systems—building conversation response patterns, structured content models, and interaction frameworks that govern how AI agents interpret, respond, and act. You will influence product direction through close partnership with cross-functional leaders, champion best practices for conversational experiences, and mentor designers to advance the maturity and impact of conversation design across the enterprise. The ideal candidate is a systems thinker who turns complexity into structure — someone who thrives in undefined, rapidly evolving spaces and knows how to balance speed, quality, and responsibility in high-stakes domains. They evaluate the problem before solving it, challenge assumptions where needed, and bring a point of view to every brief About This Role: This role is: Designing systems that shape AI behavior Working with structured content, schemas, and ontologies Operating in ambiguity and shipping quickly Deeply collaborative with design, engineering, and legal/compliance This role is not: Writing UI copy or chatbot scripts Pure UX or visual design Pure research or strategy without execution

Requirements

7+ years of experience in UX writing, content design, or conversational design.
Strong portfolio demonstrating systems thinking and end-to-end work across AI conversation design, including shipped outcomes and structured content frameworks.
Deep understanding of human-centered design principles.
Experience collaborating across Product, Design, Engineering, and Research.
Deep understanding of voice and text-based conversational systems, including design, development, and optimization of chatbot and GenAI/LLM-driven experiences.
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Experience with structured data, schemas, ontologies, or content models that enable scalable AI behavior.
Leadership experience mentoring or coaching designers.

Responsibilities

Drive conversation design strategy for AI and automated experiences; identify which AI opportunities are worth pursuing, build conviction around them, and advocate for that direction with confidence
Define and evolve voice, tone, and personality guidelines aligned with T-Mobile’s brand.
Leverage research, analytics, and usability insights to optimize conversational journeys.
Create scalable conversation architectures, dialog systems, and reusable patterns across platforms.
Design conversation response patterns and agentic interaction models that govern how AI interprets intent, negotiates outcomes, and acts across a spectrum of autonomy—from suggesting and confirming to acting on the user’s behalf.
Build patterns that make AI behavior explainable, predictable, and controllable—addressing trust, compliance, and human-in-the-loop requirements within T-Mobile’s customer-facing environments.
Own the conversation strategy that defines what AI should and should not handle, including escalation logic, edge case coverage, and the deployment of readiness bar for AI-generated dialogue.
Collaborate closely with Product, UX, Research, Engineering, and ML/LLM teams to improve natural interactions and user outcomes.
Lead cross-functional workshops to align on user needs and business goals.
Mentor and guide other conversation designers and cross-functional partners.
Advocate for best practices in AI-driven and conversational experiences.
Rapidly test and refine conversation patterns based on real user interactions, task success signals, and trust and escalation data.
Analyze conversational output and performance metrics to continuously improve experiences.