Design end-to-end conversational experiences (dialog flows, prompts, multi-turn logic) for chat and voice. Conduct user research and testing, analyze interaction data, collaborate with Product/Engineering/AI teams, maintain documentation, and iterate using performance metrics like CSAT and NLU accuracy.
Conversational Design
- Design end-to-end conversational experiences including dialog flows, scripts, intents, prompts, and responses.
- Craft natural, human-like conversational language aligned with brand tone.
- Develop decision trees, multi-turn flows, error handling, contextual prompts, and fallback logic.
- Optimize conversations for clarity, efficiency, and user satisfaction across chat and voice interfaces.
User Research & Testing
- Conduct user interviews, usability tests, and A/B experiments to validate conversational designs.
- Analyze transcripts, user behavior, and interaction data to identify pain points and refine flows.
- Translate insights into design improvements and new conversation opportunities.
Collaboration & Documentation
- Partner with Product, Engineering, and AI/NLP teams to ensure designs are feasible and technically aligned.
- Work with data scientists and linguists to refine intent models and training data.
- Create and maintain conversation design documentation, user journeys, style guides, and content standards.
Optimization & Continuous Improvement
- Evaluate conversational performance using metrics such as CSAT, containment rates, NLU accuracy, and task completion.
- Iterate based on user feedback, analytics, and business goals.
- Stay updated on conversation design trends, LLM best practices, and emerging AI experience patterns.
Qualifications
Required
- 3–5 years of experience in UX writing, conversation design, content design, or interaction design.
- Hands-on experience creating conversational flows for chatbots, virtual assistants, or voice apps (e.g., Alexa, Google Assistant).
- Strong writing skills with an ability to craft clear, concise, and natural-sounding dialogue.
- Experience with tools such as Figma, Miro, Dialogflow, Rasa, Lex, Voiceflow, Botmock, or similar platforms.
- Understanding of NLP/NLU concepts, intents/entities, and user behavior.
- Ability to work collaboratively with cross-functional teams in an Agile environment.
Preferred
- Background in linguistics, psychology, UX research, cognitive science, or communication.
- Experience designing for large language model (LLM)–based assistants.
- Knowledge of accessibility standards and inclusive design principles.
- Experience with analytics tools for conversation performance tracking
Compensation, Benefits and Duration
Minimum Compensation: USD 48,000
Maximum Compensation: USD 168,000
Compensation is based on actual experience and qualifications of the candidate. The above is a reasonable and a good faith estimate for the role.
Medical, vision, and dental benefits, 401k retirement plan, variable pay/incentives, paid time off, and paid holidays are available for full time employees.
This position is available for independent contractors
No applications will be considered if received more than 120 days after the date of this post
Photon New York, New York, USA Office
New York, United States
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