Principal Conversation Designer

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 Responsibilities Strategic & Design Leadership 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 r