Sr. Conversation Designer

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 product 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. Key Responsibilities and Duties Collaborate with design, product, development, and marketing teams to develop clear and concise conversational content to reach business goals and TIAA’s internal and external audiences. Conduct content audits and content gap analyses to ensure that user experiences are consistent and in line with industry’s best practices and enterprise needs. Collaborate with UX design and content strategy to build consistency and clarity across experiences. Work with research to analyze audience needs, preferences, objectives, and methods. Study and understand how participants and B2B audiences consume content to plan for retirement. Plan, write and present conversational flows, dialogue, and intent‑level prompts for existing and emerging mobile and web experiences, including user intent mapping, happy paths, edge cases, and fallback strategies. 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. Conduct SME interviews to identify and define user intents across conversational experiences. Test conversational interactions, monitor live performance, and iterate on intent recognition and response quality. Educational Requirements University (Degree) Preferred Work Experience 5+ Years Required; 7+ Years Preferred Required Skills 5+ years of conversation design, content strategy, content design and/or UX writing experience Knowledge of how GenAI‑ and LLM‑powered chatbots that use prompt stacking work, as well as experience with conversation design tools (e.g., Figma, Dialogflow, Voiceflow, Lex, or similar) Demonstrated ability to create conversation flows, dialogue patterns, prompt libraries. Understanding of natural language processing (NLP) concepts and conversation design principles Knowledge of AI assistant capabilities, limitations, and best practices Experience collaborating with cross‑functional teams including product, development, engineering, legal, and compliance Related Skills Accountability Adaptability Collaboration Communication Consultative Communication Continuous Improvement Mindset Creative Thinking Critical Thinking Innovation Prototyping Relationship Management Test & Learn Mentality User Experience Design Base Pay Range $126,000/yr – $177,000/yr. Actual base salary may vary based on relevant experience, time in role, internal peer salary, performance, business sector, and geographic location. Compensation may also include incentive programs linked to performance. Equal Opportunity We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status. Accessibility Support TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities. Contact our Accessibility Support Team at: Phone: View phone number on click.appcast.io Email: View email address on click.appcast.io #J-18808-Ljbffr TIAA