Delta is on a transformative journey to modernize our digital communication ecosystem and deliver next generation experiences to our customers. As a Lead Conversational Designer, you will lead the creation of innovative, human-centered conversational experiences across our digital product ecosystem.
This role will collaborate cross-functionally with a team of content designers, UX/UI designers, product managers, researchers and engineers to develop and deliver best-in-class experiences. You'll set standards for quality and design excellence, mentor junior team members, and drive continuous improvement through data-driven insights and advanced prompt engineering. Your work will shape the future of digital communications and customer engagement at Delta.
Your strategic mindset and deep understanding of conversational design will ensure our systems are empathetic, effective, and aligned with both user needs and operational goals. You're a designer who understands how people think and how machines respond, skilled at crafting natural conversations while leveraging AI capabilities to deliver intuitive, human-centered experiences.
As a Lead Conversational Designer, you will lead the design and optimization of conversational experiences across AI-powered and rules-based platforms including chatbots, voice assistants, and digital interfaces. You'll oversee the development of empathetic, efficient, and brand-aligned interactions, partnering with cross-functional teams to drive innovation and quality. Leveraging conversational frameworks, data-driven insights and prompt engineering, you'll advocate for best practices across Delta's digital communication platforms.
Responsibilities:
- Lead the design and optimization of conversational experiences for AI agents, chatbots, voice assistants, and other digital interfaces, ensuring alignment with user needs, brand standards and operational goals.
- Drive complex projects and initiatives, setting benchmarks for design quality, innovation, and user engagement.
- Develop and champion best practices in conversational design, including content guidelines, tone of voice frameworks, and conversation guardrails.
- Translate user needs and business goals into effective dialogue systems and interaction patterns.
- Collaborate with product, engineering, UX/UI, content and research teams to integrate conversational experiences into mobile apps, web platforms, and customer support channels.
- Partner with research teams to conduct and leverage user research and usability testing to validate and iterate on conversation designs.
- Analyze conversational data to identify opportunities for improvement and measure impact on user engagement and satisfaction.
- Apply advanced prompt engineering techniques to refine AI-generated responses, ensuring alignment with user intent and brand voice.
- Stay current with emerging trends in AI, LLMs, and human-computer interaction, proactively identifying opportunities to enhance conversational experiences.
- Mentor and support junior designers, fostering a culture of continuous learning and improvement.
Benefits and Perks to Help You Keep ClimbingOur culture is rooted in a shared dedication to living our values - Care, Integrity, Resilience and Servant Leadership - every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
- Competitive salary, industry-leading pro?t sharing program, and performance incentives.
- 401(k) with generous company contributions up to 9%.
- New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 - March 31).
- In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period.
- 10 paid holidays per calendar year.
- Birthing parents are eligible for 12-weeks of paid maternity/parental leave.
- Non-birthing parents are eligible for 2-weeks of paid parental leave.
- Comprehensive health bene?ts including medical, dental, vision, short/long term disability and life insurance bene?ts.
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages.
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health.
- Domestic and International space-available flight privileges for employees and eligible family members.
- Career development programs to achieve your long-term career goals.
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint.
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
- Recognition rewards and awards through the platform Unstoppable Together.
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare.
What you need to succeed (minimum qualifications)- 8+ years of experience in conversational design, UX writing, chatbot or IVR design, or related fields.
- Proven track record leading the design and optimization of complex conversational AI solutions across multiple platforms.
- Strong understanding of human-centered design, accessibility principles, and conversation analytics.
- Experience with Android and iOS mobile application design and deployment frameworks.
- Advanced knowledge of Natural Language Processing (NLP) concepts, tools, and conversational AI deployment.
- Expertise in prompt engineering for LLMs (e.g., GPT, Claude, Gemini) with demonstrated ability to craft and optimize prompts for generative conversational outcomes.
- Experience mentoring or coaching junior designers and influencing team standards.
- Excellent communication and cross-functional collaboration skills.
- Consistently prioritizes safety and security of self, others, and personal data.
- Embraces diverse people, thinking, and styles.
- Possesses a high school diploma, GED, or high school equivalency.
- Is at least 18 years of age and has authorization to work in the United States.
What will give you a competitive edge (preferred qualifications)- Experience with large-scale AI model platforms and conversational agents
- Technical fluency in prompt engineering and conversational AI deployment.
- Degree in Human-Computer Interaction, Communications, Linguistics, Design, Informational Systems, or related field.
- Certifications in UX, AI, NLP, or accessibility.
- Proficiency in JSON and Python strongly preferred
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