Senior Conversational UX Architect

United Airlines; Chicago (IL); On-site; USD 90,000 - 117,000; Full time

Job summary

United Airlines is seeking a Conversation Designer to shape user experiences across voice and digital chat channels. You will craft structured dialogue flows, optimize NLU performance, and ensure consistent brand voice while collaborating with product managers and AI teams.

You will prototype multi-turn interactions, test with real users, and guide graceful hand-offs to live agents when needed. A strong emphasis on empathy and clarity is required.

Qualifications

• Bachelor's degree or related experience.
• Linguistics, computational linguistics, cognitive science, HCI, technical/creative writing, psychology, or related language field.
• 2+ years designing conversational interfaces, automated voice or chat applications.
• Ability to write clear, concise, empathetic dialogue for voice vs chat.
• Proficiency with visualization/design mapping tools for complex branching logic.

Responsibilities

• Architect, diagram, and design conversational interactions and state-machine flows for voice and digital channels.
• Craft low-effort paths to ensure full resolution within automated journeys and high CSAT.
• Write prompts with brand voice for voice and chat channels.
• Partner with Product Managers to audit and optimize the NLU model.
• Review user utterances to design slot-filling and entity concepts.
• Design graceful human hand-offs with context packaging for live agents.
• Conduct rigorous user testing and audit conversations to reduce errors.
• Establish and maintain a Conversational Design Style Guide and design system patterns.

Skills

Conversational design

Prompt writing

Voice & chat writing

Empathy in dialogue

NLU collaboration

Education

Bachelor's degree

Linguistics / HCI / related field

Master's degree (preferred)

Tools

Copilot

ChatGPT

Gemini

Claude

NotebookLM

Power Automate

Copilot Studio

Zapier

n8n

Job description

United Airlines is seeking a Conversation Designer to shape user experiences across voice and digital chat channels. You will craft structured dialogue flows, optimize NLU performance, and ensure consistent brand voice while collaborating with product managers and AI teams.

You will prototype multi-turn interactions, test with real users, and guide graceful hand-offs to live agents when needed. A strong emphasis on empathy and clarity is required.