Sr Conversation Designer

United Airlines•Chicago, IL

2d•$89,965 - $117,212

About The Position

The Sr Conversation Designer owns the user experience architecture, persona, and linguistic logic for United’s customer-facing automated voice, digital chat, and messaging channels. The role designs intuitive, empathetic, structured multi-turn dialogue flows that help customers reach resolution without human intervention. It combines psychology, creative writing, and system logic to translate complex business policies and transactions into simple conversational interactions, maximize resolution, and manage error states and complex user inputs. The designer creates and maintains conversational experiences that are customer-focused, consistent with the brand voice, and effective across voice and digital interfaces. The role works with Product Managers to improve natural language understanding, tests and audits conversations, and contributes to enterprise design standards and mentoring. The position requires legal authorization to work in the United States without sponsorship, successful completion of an interview, and reliable, punctual attendance.

Requirements

Bachelor's degree or related experience.
Education or experience in linguistics, computational linguistics, cognitive science, human-computer interaction, technical writing, creative writing, psychology, or a related field focused on language structure and human behavior.
Demonstrated conversational designs, flow diagrams, prompt-copywriting variations, and measurable improvement in automation resolution or user completion rates.
At least 2 years of hands-on experience designing conversational interfaces, automated voice systems, chat applications, or virtual assistant workflows.
Ability to write clear, concise, empathetic dialogue and distinguish writing needs for voice from those for chat.
High proficiency with visualization and design-mapping tools for complex conditional branching, interruptions, and non-linear paths.
Expert knowledge of conversational repair sequences, including progressive re-prompting, slot recovery, and context management.
Deep understanding of human cognitive limitations in automated service interactions and how much information to present in each turn.
Familiarity with generative AI concepts and prompt writing.
Exposure to AI platforms such as Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM.
Legally authorized to work in the United States for any employer without sponsorship.
Successful completion of an interview.
Reliable, punctual attendance.

Nice To Haves

Master's degree or related experience.
Advanced specialization in computational linguistics, HCI, or digital interaction design.
Certificate from a conversational design institute or platform-specific conversational build certification.
At least 3 years of experience designing both voice/auditory user interfaces and written digital chat/messaging interfaces within a high-volume contact center or customer-service framework.
Understanding of system prompts and dynamic response parameters for LLMs, combining deterministic rule-based scripts with flexible generative responses while maintaining guardrails.
Familiarity with experiences in which customers use voice and text simultaneously, such as interacting with a mobile screen while using a smart voice assistant.
Understanding of regional idioms, syntax variations, and slang to support inclusive and accurate conversational models across diverse customer demographics.
Hands-on experience using AI tools in projects, internships, or a work environment.
Knowledge of automation platforms such as Power Automate, Copilot Studio, Zapier, or n8n.

Responsibilities

Architect, diagram, and design conversational interactions, logic trees, fallback behaviors, and state-machine flows for voice and digital channels.
Create low-effort paths for complex customer intents and structure automated journeys to achieve full resolution within the channel while supporting high customer satisfaction.
Craft user-facing interactions and maintain consistent automation tone, vocabulary, personality, and brand voice.
Write concise, natural, universally understood, and inclusive prompts for voice, chat, and messaging.
Partner with Product Managers to audit and optimize the Natural Language Understanding (NLU) model.
Review real user utterances and design slot-filling parameters, synonyms, entity classifications, and validation prompts to prevent misunderstandings.
Design graceful handoffs to live agents, including transition criteria and packaging accumulated context to reduce customer repetition.
Conduct rigorous user testing and audit conversations.
Identify language ambiguity, awkward phrasing, and logic dead ends that cause abandonment or premature requests for a live representative.
Establish and maintain the enterprise Conversational Design Style Guide and design-system pattern libraries.
Stay current with emerging design trends, including generative AI prompting and deterministic flows.
Mentor peers and junior associates across the organization.