Lead Conversational Designer

interface.ai is the industry's-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.

Our mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.

interface.ai offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, interface.ai is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.

What You Will Do:

As a Lead Conversational Designer, you will set the vision and strategy for conversational experiences across our client portfolio, directing a team of designers and collaborating closely with product, engineering, and customer success. You’ll raise the quality bar for every interaction—across chat, voice, and emerging channels—while ensuring our work delivers measurable ROI and regulatory compliance.

• Establish and champion interface.ai’s conversation‑design standards, frameworks, and style guides; ensure consistent application across all projects.
• Lead, mentor, and grow a team of conversational designers—providing feedback, coaching, and career development.
• Drive the end‑to‑end design process for high‑impact client engagements: discovery, user research, intent taxonomy, dialog flow architecture, persona development, and LLM prompt engineering.
• Translate complex business requirements and data insights into elegant, user‑centric conversational experiences that improve containment, CSAT, deflection, and conversion metrics.
• Oversee our conversation CMS and tooling strategy—defining best practices, optimizing workflows, and ensuring clients can self‑service routine updates.
• Partner with Product Management to influence the roadmap with voice‑of‑customer insights, quantitative findings, and emerging GenAI capabilities.
• Serve as executive‑level design consultant for strategic accounts, presenting prototypes, QBR insights, and optimization roadmaps to C‑suite stakeholders.
• Ensure all conversational solutions adhere to U.S. banking regulations (Reg E, GLBA, ADA) and industry security standards.
• Foster a culture of experimentation and continuous improvement through A/B testing, analytics reviews, and rapid iteration cycles.

Key Responsibilities:

• Direct conversation architecture for the company’s most complex, multi‑channel AI deployments.
• Manage resource allocation and project prioritization for a team of 4–6 designers across 10+ concurrent client engagements.
• Define and refine LLM prompt strategies to deliver brand‑aligned, compliant, and hallucination‑free responses at scale.
• Collaborate with integration teams (core banking, telephony, CRM) to design secure, end‑to‑end flows—including authentication, data retrieval, and human hand‑offs.
• Own design review rituals, quality‑assurance checkpoints, and post‑launch optimization sprints.

What You Bring:

• 7+ years designing conversational experiences (chatbots, IVR, virtual assistants, or GenAI agents) with at least 3 years leading design teams or complex programs in SaaS, FinTech, or other regulated industries.
• Deep expertise in conversation‑design principles, UX writing, multimodal interaction, and information architecture.
• Proven mastery of NLU/NLP platforms, annotation processes, and LLM prompt engineering, plus familiarity with analytics tools and SQL/BI dashboards.
• Demonstrated success influencing executive stakeholders, navigating ambiguous requirements, and driving outcomes in cross‑functional environments.
• Strong knowledge of banking workflows, payments, security, and regulatory constraints.
• Excellent communication, storytelling, and facilitation skills—equally comfortable in design critiques and boardroom presentations.
• A growth mindset, high accountability, and a passion for mentoring and elevating team capability.
• Skill in using prompt engineering techniques to enhance productivity, drive efficiency, and decision-making with generative AI tools.

Bonus Skills:

• Experience scaling design systems or frameworks across multiple products.
• Hands‑on familiarity with ticketing tools (Jira Service Desk, Zendesk) and CRMs (Salesforce, HubSpot).
• Prior work within or alongside a bank or credit union.

Why This Role Matters

Your leadership will shape how millions of people interact with their money every day. By setting the conversational‑design vision and elevating our practice, you’ll ensure interface.ai remains the gold standard for AI‑powered banking experiences.

Compensation

Total compensation is expected to range between $150,000 – $200,000 (Base + Bonus). Exact figures depend on skills, experience, and location.

What We Offer

• Competitive compensation package
• Equity options
• Medical / Dental / Vision Insurance
• PTO & Holidays
• Life Insurance

At interface.ai, we are committed to providing an inclusive and welcoming environment for all employees and applicants. We celebrate diversity and believe it is critical to our success as a company. We do not  discriminate on the basis of race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, veteran status, disability status, or any other legally protected status. All employment decisions at Interface.ai are based on business needs, job requirements, and individual qualifications. We strive to create a culture that values and respects each person's unique perspective and contributions. We encourage all qualified individuals to apply for employment opportunities with Interface.ai and are committed to ensuring that our hiring process is inclusive and accessible.