Senior Conversation Designer

This is a Non-Employee Contingent Worker Role providing services for TIAA’s family of companies and will be employed by TIAA's preferred 3rd Party Supplier. As a Non-Employee CW, perform a variety of moderately complex business planning, support, and project-related duties. Demonstrates an exceptional standard of quality and holds themselves accountable to achieving excellent results. This role will sit onsite, likely in a hybrid capacity, at the location(s) listed in this posting. The anticipated term of this engagement will be 7 months. This term could be extended based on company business needs. UX Specialist II The UX Specialist II role collaborates with UX, product and technology partners to fully understand the customer journey, potential gaps, and opportunities according to their discipline in each user experience. This role builds and develops the UX team's knowledge and skill set and best practices. Educational Requirements University (Degree) Preferred Work Experience 5+ Years Required; 7+ Years Preferred Physical Requirements Physical Requirements: Sedentary Work Career Level 8IC 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.     Job Summary  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.    Key Responsibilities and Duties 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.   Educational Requirements University (Degree) Preferred Work Experience 5+ Years Required; 7+ Years Preferred Preferred Experience & Qualifications 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-Have Qualifications 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 Start Date: 04-May-2026 End Date: 31-Dec-2026 Travel Required: Yes Anticipated Posting End Date: 2026-05-01 Base Pay Range: $45.96/hr - $72.12/hr Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. _____________________________________________________________________________________________________ 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. Our full EEO & Non-Discrimination statement is on our careers home page, and you can read more about your rights and view government notices here. 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.  If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:  Phone: (800) 842-2755 Email: accessibility.support@tiaa.org Drug and Smoking Policy TIAA maintains a drug-free and smoke/free workplace. 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