Senior Conversation Designer

TIAA

1d • Hybrid

About The Position

The Senior Conversation Designer will support the development and implementation of TIAA's conversational AI experiences, creating intuitive frameworks that enhance client and participant engagement. TIAA's design office is redefining the future of retirement, building confidence and improving the lives of millions of Americans. Our mission is to foster a design-led culture and strengthen our craft capabilities, to unlock innovation through cohesive, end-to-end experiences. Through accessible design, we strive to bring dignity to every participant, and arm them with secure income to and through retirement. In this role, you will support our conversational AI design initiatives, developing frameworks and dialogue flows that enhance how we engage with clients and participants. You'll contribute to AI conversation design guidelines and best practices, collaborate with development teams on AI assistant capabilities, work cross-functionally to enhance conversational experiences, and play a key role in shaping TIAA's AI-powered conversational interfaces. The Conversation Design role is responsible for helping to shape and craft simple, approachable, and straightforward language, hierarchy, and voice & tone for our digital experiences for our clients and participants. In partnership with designers, product owners, and technologists, this position plays a critical role in shaping our end to end experiences to guide, inform and educate our clients to make the best choices for their future financial security, supporting our participants to and through their retirement.

Requirements

• 5+ Years Required
• University (Degree) Preferred
• 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

Nice To Haves

• 7+ Years Preferred
• Experience with prompt engineering and prompt governance for LLMs
• Knowledge of financial services and regulatory requirements
• Background in voice user interface (VUI) design, including integration of automation speech recognition and text-to-speech processes
• Understanding of accessibility considerations in conversational interfaces

Responsibilities

• Collaborate with design, product, development, and marketing teams to develop clear and concise content to reach business goals and TIAA’s internal and external audiences.
• Conduct content audits and content gap analyses to ensure that user experiences consistent and in line with industry best practices and enterprise needs.
• Collaborate with UX design and writing teams to build consistency and clarity across experiences.
• Research and analyze audience need, preferences, objectives, and methods.
• Study and understand how participants and B2B audiences consume content to plan for retirement.
• Plan, write and present content for existing and emerging mobile and web experiences.
• 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.

Benefits

• This is a Non-Employee Contingent Worker Role
• The anticipated term of this engagement will be 7 months. This term could be extended based on company business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees