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 3 months. This term could be extended based on company business needs.UX Specialist IIOverview
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. We bring dignity and empower accessibility to arm our participants 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
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, Miro, Voiceflow, Botmock, 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, legal, and compliance
Ability to create and maintain conversation design documentation and guidelines
Experience with 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 for large language models
Knowledge of financial services terminology and regulatory requirements
Background in voice user interface (VUI) design
Understanding of accessibility considerations in conversational interfaces
Experience establishing design systems or pattern libraries
Anticipated Posting End Date:
2025-08-26Base Pay Range: $45.96/hr - $72.12/hrActual 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.
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