Senior Conversational Designer

As a Senior Conversational Designer you will own the strategy, design, and continual optimization of conversational experiences that delight users and deliver measurable ROI for our clients.

• Lead the entire conversation‑design lifecycle: user research, intent modeling, dialog flow mapping, persona & tone definition, and prompt engineering for large‑language‑model (LLM) agents.
• Design omni‑channel experiences that work seamlessly across chat, voice, web widgets, mobile, and human‑assist hand‑offs.
• Own the conversation CMS and tooling—configure content directly, document processes, and coach client teams to self‑manage future updates.
• Translate design decisions into clear business outcomes, articulating trade‑offs to technical and executive stakeholders.
• Leverage analytics (NLU logs, CSAT, containment, deflection, funnel drop‑off, SQL/BI dashboards) to identify optimization opportunities and implement iterative improvements.
• Facilitate client workshops, journey‑mapping sessions, and user testing to validate hypotheses and collect feedback.
• Ensure compliance with U.S. banking regulations (Reg E, GLBA, ADA) and brand guidelines across every conversational touchpoint.
• Serve as the conduit between users, clients, and Product—channeling insights and feature requests into the roadmap for conversational and generative‑AI capabilities.
• Mentor junior designers and evangelize conversational‑AI best practices across interface.ai and the broader industry.

• Architect conversation models (intents, entities, dialog states, UX copy, fallbacks) for 5–7 concurrent high‑value client engagements using platforms such as Voiceflow, Dialogflow, Rasa, Lex, or comparable.
• Craft and refine LLM prompts (system, user, assistant) to achieve on‑brand, compliant, and hallucination‑free responses.
• Partner with core‑banking (Jack Henry, Fiserv, FIS) and telephony/CRM teams (Genesys, SIP, CTI, Salesforce) to design end‑to‑end flows that include secure authentication and data retrieval.
• Present prototypes and QBR‑level insights to executive audiences, showcasing ROI, user‑experience gains, and roadmap recommendations.
• Demonstrate agility in responding to ad‑hoc client requests and evolving project scopes while maintaining strategic focus.

• 5+ years designing conversational experiences (chatbots, IVRs, virtual assistants, or generative‑AI agents) in SaaS, FinTech, or other regulated industries.
• Mastery of conversation‑design principles, UX writing, micro‑copy, and information architecture.
• Hands‑on expertise with NLU/NLP platforms, annotation processes, and prompt engineering for LLMs.
• Ability to interpret intent‑confusion matrices, funnel metrics, and BI dashboards to drive design decisions.
• Proven success leading client‑facing projects, running workshops, and navigating challenging conversations to achieve win‑win outcomes.
• Strong understanding of banking and payments workflows, security considerations, and regulatory requirements.
• Excellent written and verbal communication skills, attention to detail, and a passion for storytelling.
• Growth mindset, high accountability, and the ability to balance strategic mandates with operational tasks across multiple projects.
• Skill in using prompt engineering techniques to enhance productivity, drive efficiency, and decision-making with generative AI tools.

• Experience with ticketing tools (Jira Service Desk, Zendesk, GitLab) and CRM systems (Salesforce, HubSpot).
• Familiarity with voice‑specific analytics (e.g., barge‑in rates) and multimodal design patterns.
• Background working within or in partnership with a bank or credit union.

You will be the creative force behind the AI experiences that millions of consumers rely on to manage their money. Your work will set new standards for convenience, trust, and delight—propelling interface.ai and our clients to the forefront of conversational and generative AI innovation.

Total compensation is expected to range between $125,000 – $175,000 (Base + Bonus). Exact figures depend on skills, experience, and location.

• Competitive compensation package
• Equity options
• Medical / Dental / Vision Insurance
• PTO & Holidays
• Life Insurance