Senior Conversation Designer: Craft AI-Driven Dialogues

United; Chicago (IL); Presencial; USD 90.000 - 117.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability insurance

Parental leave

Employee assistance program

Commuter benefits

401(k) and flight privileges

Descripción de la vacante

United Airlines seeks a Conversation Designer to own the UX architecture, linguistic logic, and multi-turn dialogue flows across voice and digital channels. You will translate complex policies into simple, empathetic interactions and guide customers to resolution with minimal escalation.

You will collaborate with product managers to optimize NLU models, craft prompts, and design graceful hand-offs to live agents, ensuring a consistent brand voice across channels.

Formación

• Bachelor's degree or related experience.
• Linguistics, cognitive science, HCI, or related field focusing on language structure and human behavior.
• 2+ years designing conversational interfaces, automated voice systems, chat applications, or virtual assistant workflows.
• Ability to write clear, concise, and empathetic dialogue. Mastery of difference between writing for voice vs chat.
• High proficiency using visualization and design mapping tools to build complex, conditional flows.
• Expert knowledge of conversational repair sequences to guide a misunderstood customer.
• Deep understanding of cognitive limitations during automated service interactions.
• Familiarity with Generative AI concepts and prompts.
• Experience with AI platforms such as Copilot, ChatGPT, Gemini, Claude, Perplexity, NotebookLM.
• Must be legally authorized to work in the United States without sponsorship.
• Successful interview required.
• Reliable, punctual attendance.

Responsabilidades

• Architect, diagram, and design conversational interactions and flows for voice and digital channels.
• Ensure automated journeys achieve full resolution with high CSAT.
• Craft user-facing interactions consistent with the brand voice.
• Write optimized prompts for voice and chat channels.
• Partner with Product Managers to audit and optimize the NLU model.
• Review user utterances to design slot-filling and validation prompts.
• Design graceful hand-offs to live agents with preserved context.
• Conduct rigorous user testing and audit conversations.
• Identify language ambiguity or robotic phrasing that causes abandonment.
• Maintain enterprise Conversational Design Style Guide and design system pattern libraries.
• Stay ahead of trends in generative AI prompting and mentor junior associates.

Conocimientos

Conversational design

UX writing

Prompt writing

Dialogue flow design

NLU awareness

Cognition & user behavior

Empathy in communication

Voice and chat writing

Generative AI concepts

Data-driven improvement

Educación

Bachelor's degree

Cognitive science / linguistics

Herramientas

Copilot

ChatGPT

Gemini

Claude

Perplexity

NotebookLM

Power Automate

Copilot Studio

Zapier

n8n

Descripción del empleo

United Airlines seeks a Conversation Designer to own the UX architecture, linguistic logic, and multi-turn dialogue flows across voice and digital channels. You will translate complex policies into simple, empathetic interactions and guide customers to resolution with minimal escalation.

You will collaborate with product managers to optimize NLU models, craft prompts, and design graceful hand-offs to live agents, ensuring a consistent brand voice across channels.