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Sr Conversation Designer
Full-time
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.
Come join us to create what’s next. Let’s define tomorrow, together.
Description
Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.
Job Overview And Responsibilities
The Conversation Designer owns the user experience (UX) architecture, persona, and linguistic logic for all customer-facing automated channels arcorss voice, digital chat, and messaging. They will design intuitive, empathic, and highly structured multi-turn dialogue flows that guide customers seamlessly to full resolution without human intervention. By blending psychology, creative writing, and system logic, they will translate complex business policies and transactions into simple, conversational interactions that maximize resolution while managing error states and complex user inputs. They need to be customer-obsessed to create experiences that customers love to use.
Architect, diagram, and design conversational interactions, logic trees, fallback behaviors, and state-machine flows for both voice and digital channels
Should be low-effort paths for complex customer intents, ensuring automated journeys are structured to achieve full resolution within the channel with high CSAT
Craft all user-facing interactions, ensuring automation tone, vocabulary, and personality are consistent with the brand voice
Write optimized, natural prompts for voice and chat/messaging channels that are universally understood, concise, and inclusive
Partner with Product Managers to continuously audit and optimize the Natural Language Understanding (NLU) model
Review real user utterances to design slot-filling parameters, synoyms, entity classifications, and validation prompts that prevent the automation from misunderstanding the customer
Design conversational architecture for graceful human hand-offs including when to transition to a live agent, ensuring the customer feels supported and that all accumulated context is packaged cleanly for the receiving live agent to reduce the need for the customer to repeat information they’ve already shared
Conduct rigorous user testing and audit conversations
Identify when language ambiguity, robotic/awkward phrasing, or logic dead-ends cause customers to abandon automated paths or request a live representative prematurely
Establish and maintain the enterprise Conversational Design Style Guide and design system pattern libraries
Stay ahead of emerging design trends (such as generative AI prompting vs deterministic flows) and mentor piers and other junior associates across the organization
What’s needed to succeed (Minimum Qualifications)
Bachelor's degree or related experience
Linguistics, computational linguistics, congitive science, human-computer interaction (HCI), technical writing, creative writing, psychology, or related field focusing on language structure and human behavior
Demonstrated conversational designs, flow diagrams, prompt copywriting variations, and measurable improvement in automation resolution or user completion rates
2+ years of hands-on experience designing conversational interfaces, automated voice systems, chat applications, or virtual assistant workflows
Ability to write clear, concise, and empathetic dialogue. Mastery of fundamental difference between writing for voice(pacing, breathing, phrasing) vs writing for chat (mobile screens, chat UI, buttons, rich media)
High proficiency using visualization and design mapping tools to build complex, conditional branching logic, user interruptions and non-linear paths
Expert knowledge of how to design ‘conversational repair’ sequences (progressive re-prompting, slot-recovery, context management) to guide a misunderstood or confused customer back on track
Deep understanding of human cognitive limitations during automated service interactions – knowing exactly how much information to give a user in a single turn to prevent frustration or abandonment
Familiarity with Generative AI concepts and prompt writing
Exposure to AI platforms such as Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications)
Master's degree or related experience
Advanced specialization in computational linguistics, HCI, or digital interaction design
Certificate from conversational design institute or platform-specific conversational build certification
3+ Experience designing both voice/auditory user interfaces and written digital chat/messaging interfaces within a high volume contact center of customer service framework
Understanding of how to design system prompts and dynamic response parameters for LLMs, blending standard deterministic (rule-based) scripts with flexible generative responses while maintaining strict guardrails
Familiarity with designing experiences where a customer may be using voice and text simultaneously (e.g, viewing/interacting with a mobile screen while interacting with a smart voice assistant)
Understanding of regional idioms, syntax variations, and slang patterns to ensure conversational models remain highly inclusive and accurate across divers customer demographics
Hands-on experience using AI tools in projects, internships, or work environment.
Knowledge of automation platforms such as Power Automate, Copilot Studio, Zapier, or n8n
