Back to all jobs

TIAA are hiring a

Dir, Principal Conversation Designer

Job Title

Dir, Principal Conversation Designer

Overview

TIAA is looking for a Principal Conversation Designer to join the Experience Design team. The Principal Conversation Design role is responsible for leading the effort to shape and craft simple, approachable, and straightforward language, hierarchy, and voice & tone for digital experiences. This position plays a critical lead role in shaping end-to-end experiences in partnership with designers, product owners, and technologists. The role supports efforts to guide, inform, and educate clients to make the best choices for their future financial security.

Mission and Goals

TIAAs design office is redefining the future of retirement, building confidence and improving the lives of millions of Americans. The mission is to foster a design-led culture and strengthen craft capabilities, unlocking innovation through cohesive, end-to-end experiences. Through accessible design, TIAA strives to bring dignity to every participant and provide secure income to and through retirement.

Responsibilities and Duties

  • Lead and collaborate with design, product, development, and marketing teams to develop clear and concise conversational content.
  • Conduct content audits and gap analyses to ensure user experiences are consistent and align with industry best practices.
  • 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.
  • Plan, write, and present conversational flows, dialogue, intent-level prompts, and global prompts for mobile and web experiences.
  • Identify and help solve problems in new and existing user experiences.
  • Create consistent, on-brand messaging that articulates the benefits of TIAA products and services.
  • Establish trusted advisory stakeholder relationships, acting as SME for TIAA related products and services.
  • Conduct SME interviews to 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
  • Career Level: 9IC

Required Skills

  • 5+ years of conversation design, content strategy, content design, and/or UX writing experience.
  • Extensive knowledge of GenAI- and LLM-powered chatbots.
  • Ability to create conversation flows, dialogue patterns, and a strong understanding of UX for conversational experiences.
  • Knowledge of natural language processing (NLP) concepts and conversation design principles.
  • Experience collaborating with cross-functional teams including product, development, engineering, legal, and compliance.
  • Accountability, Adaptability, Collaboration, Communication, Continuous Improvement Mindset, Creative Thinking, Critical Thinking, Innovation, Prototyping, Relationship Management, User Experience Design.

Compensation

  • Base Pay Range: $167,000/yr - $247,000/yr
  • Competitive compensation package may include participation in incentive programs linked to performance.

Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, TIAA is a market-leading retirement company fueled by world-class asset management.

Culture of Impact

TIAA is on a mission to build on its 100+ year legacy while evolving to meet tomorrows challenges. The organization focuses on ensuring a more secure financial future for all. Core values include Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One, which guide every decision.

Benefits and Total Rewards

The comprehensive Total Rewards package is designed to make a positive difference in the lives of associates and their loved ones, including a superior retirement program and highly competitive health, wellness, and work-life offerings.

Equal Opportunity

TIAA is an Equal Opportunity Employer and does not discriminate against any candidate or employee based on legally protected status.

Accessibility Support

TIAA offers support for those needing assistance with the online application process.

Drug and Smoking Policy

TIAA maintains a drug-free and smoke-free workplace.