Principal Conversation Designer

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Please include your portfolio with your application, showcasing your conversation design process- from problem framing and user journey mapping to final dialogue flows and interaction models.

T-Mobile is changing the way people buy wireless by offering a more customer-focused and simplified experience. We are a customer-obsessed company, and we are also evolving into a data-driven mobile technology business. At T-Mobile, we pride ourselves on being the Un-Carrier, industry disruptors obsessed with solving our customer’s pain points.

Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us.

Role Overview:

As a Principal Conversation Designer, you will lead the design, strategy, and execution of human-centered conversational experiences across T-Mobile’s digital ecosystem. As part of the Product Experience Design & Innovation (PXDI) organization, you will translate AI product vision into working behavioral systems-building conversation response patterns, structured content models, and interaction frameworks that govern how AI agents interpret, respond, and act. You will influence product direction through close partnership with cross-functional leaders, champion best practices for conversational experiences, and mentor designers to advance the maturity and impact of conversation design across the enterprise.

The ideal candidate is a systems thinker who turns complexity into structure - someone who thrives in undefined, rapidly evolving spaces and knows how to balance speed, quality, and responsibility in high-stakes domains. They evaluate the problem before solving it, challenge assumptions where needed, and bring a point of view to every brief

About This Role:

This roleis: Designingsystems that shape AI behavior

• Working with structured content, schemas, and ontologies
• Operating in ambiguity and shipping quickly
• Deeply collaborative with design, engineering, and legal/compliance

This role is not: Writing UI copy or chatbot scripts

• Pure UX or visual design
• Pure research or strategy without execution

Responsibilities

Strategic & Design Leadership

• Drive conversation design strategy for AI and automated experiences; identify which AI opportunities are worth pursuing, build conviction around them, and advocate for that direction with confidence
• Define and evolve voice, tone, and personality guidelines aligned with T-Mobile’s brand.
• Leverage research, analytics, and usability insights to optimize conversational journeys.
• Create scalable conversation architectures, dialog systems, and reusable patterns across platforms.

Agentic Design Execution & Quality

• Design conversation response patterns and agentic interaction models that govern how AI interprets intent, negotiates outcomes, and acts across a spectrum of autonomy-from suggesting and confirming to acting on the user’s behalf.
• Build patterns that make AI behavior explainable, predictable, and controllable-addressing trust, compliance, and human-in-the-loop requirements within T-Mobile’s customer-facing environments.
• Own the conversation strategy that defines what AI should and should not handle, including escalation logic, edge case coverage, and the deployment of readiness bar for AI-generated dialogue.
• Collaborate closely with Product, UX, Research, Engineering, and ML/LLM teams to improve natural interactions and user outcomes.

Collaboration & Mentorship

• Lead cross-functional workshops to align on user needs and business goals.
• Mentor and guide other conversation designers and cross-functional partners.
• Advocate for best practices in AI-driven and conversational experiences.

Research & Optimization

• Rapidly test and refine conversation patterns based on real user interactions, task success signals, and trust and escalation data.
• Analyze conversational output and performance metrics to continuously improve experiences.

Education and Work Experience:

• Required

  • 7+ years of experience in UX writing, content design, or conversational design.
  • Strong portfolio demonstrating systems thinking and end-to-end work across AI conversation design, including shipped outcomes and structured content frameworks.
  • Deep understanding of human-centered design principles.
  • Experience collaborating across Product,Design,Engineering,and Research.
  • Deep understanding of voice and text-based conversational systems, including design, development, and optimization of chatbot and GenAI/LLM-driven experiences.

  Preferred

  • Experience with structured data, schemas, ontologies, or content models that enable scalable AI behavior.
  • Leadership experience mentoring or coaching designers.

Knowledge, Skills and Abilities:

• Skills & Competencies

  • Human-centered design
  • Conversation response pattern design, ontologies, and structured content modeling
  • Content strategy and information architecture
  • Prompt engineering, AI output accountability, and critical evaluation of AI-generated content
  • UX research and analytics interpretation
  • Voice and tone development
  • Cross-functional collaboration
  • Leadership and mentorship

  What Success Looks Like

  • Clear, consistent, and meaningful AI-driven conversations that help customers achieve goals easily.
  • Scalable conversation design frameworks implemented across platforms.
  • A high-performing team of conversation designers supported by your leadership.
  • Alignment and delivery on cross-functional team goals like AI containment or ecommerce growth.
  • Influencing stakeholders not by following consensus, but by bringing a clear point of view - challenging the problem, defending the tradeoff, and driving to the right outcome.
  • Post-launch conversation metrics, including containment rates, escalation triggers, and satisfaction signal.

• At least 18 years of age
• Legally authorized to work in the United States

Travel:

Travel Required (Yes/No): Yes

DOT Regulated:

DOT Regulated Position (Yes/No): No

Safety Sensitive Position (Yes/No): No

Base Pay Range: $115,400 - $208,100Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ362706¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!

As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder-it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth-and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.