Senior Content Strategist

Overview

The Senior Conversation Designer will support the development and implementation of TIAAs conversational AI experiences creating intuitive frameworks that enhance client and participant engagement.

TIAAs 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. Youll 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 TIAAs 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 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 TIAAs 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