Senior Associate, Conversation Design

Role summary

As a Senior Associate, Conversation Designer in Business Banking, you will contribute to innovative, inclusive, and accessible conversational experiences that help customers navigate their financial lives across our digital channels (e.g., web/mobile chat and/or voice/IVR). You will partner with cross-functional teams (Product, Engineering, Data/ML, Research, Content/Design) to design and iterate conversational flows that align user needs with business goals. You will operate with an iterative design mindset, using feedback and data insights to improve clarity, comprehension, and task success.

Job responsibilities

• Design and refine conversational flows for generative, deterministic and hybrid conversational and agentic experiences, including happy paths, edge cases, and escalation/fallback patterns.

• Create conversation design artifacts such as dialog samples, user intents/jobs-to-be-done, response guidelines, flow diagrams, prompt/behavior requirements, guardrail considerations, and evaluation criteria that clearly communicate interaction intent.

• Apply information architecture and storyboarding techniques to improve navigation, findability, and user comprehension within conversational journeys.

• Help shape LLM-powered assistant behavior by defining desired tone, boundaries, knowledge needs, prompt patterns, handoff rules, and success measures in partnership with Product, Engineering, and Data/ML partners.

• Collaborate with cross-functional teams to ensure conversational designs are consistent across platforms (web/mobile) and feasible to implement. Contribute to documentation and design rationale to align stakeholders and support implementation.

• Incorporate inclusive design principles and accessibility guidelines into conversational experiences, considering diverse users and assistive technologies.

• Participate in critique and review cycles; incorporate feedback to iterate quickly and improve experience quality.

• Support user research and testing (e.g., script contributions, prototype walkthroughs, synthesis support) and translate insights into design improvements.

• Use available performance signals (e.g., qualitative feedback, conversation logs, basic metrics) to identify friction and propose incremental improvements.

• Partner (with guidance) with Data/ML and Engineering teams to improve AI performance, including intent refinement, training examples, knowledge grounding, pattern definition, response quality, and guardrail feedback.

• Stay current on conversational AI patterns, generative AI/LLM product capabilities, AI-agent platforms, evaluation methods, emerging tooling, and responsible AI best practices, sharing learnings within the team.

Required qualifications, capabilities, and skills

• 3+ years of experience (or equivalent internships/portfolio) in conversation design, UX design, content design, HCI, linguistics, or a related discipline focused on digital products/services.

• Demonstrated ability to create interaction design artifacts (e.g., flows, storyboards, wireframes, prototypes, or dialog scripts).

• Working knowledge of inclusive design principles and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions.

• Strong communication skills and comfort collaborating with cross-functional partners.

• Ability to operate with an iterative design mindset and apply feedback to improve designs.

• Basic technical literacy and willingness to learn how platform constraints (e.g., APIs/services, channels, authentication states) impact the experience.

Preferred qualifications, capabilities, and skills

• Interest in generative AI, LLM-driven chat, AI agents, prompt patterns, response evaluation, and responsible AI.

• Familiarity with conversation design platforms or generative support automation such as Sierra, Decagon, Google CCAI, or similar.

• Basic understanding of NLU, LLMs, retrieval/knowledge grounding, prompt design, AI-agent behavior, and their implications for user experience, trust, and safety.

• Exposure to evaluating AI-assisted conversations, including reviewing transcripts, identifying failure modes, improving response quality, and translating insights into design or platform changes.

• Experience in financial services or interest in banking/servicing journeys.