Director, Design – Conversational Design

USAA

. Lead a team creating human-centered conversational experiences across USAA’s digital experiences .

Posted 10/23/2026full-timeUnited StatesLead💰 $164,780 - $314,960 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in human-centered design and conversational design, with a strong ability to lead teams in creating engaging digital experiences. Proven track record in strategic direction, stakeholder influence, and delivering complex design solutions across various platforms.

Highest-signal resume keywords

Human-Centered DesignConversational DesignTeam LeadershipData AnalysisNatural Language Processing (NLP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product DesignUX DesignService DesignDesign ResearchPrototypingStorytellingUsability TestingConversational AI TechnologiesNatural Language Understanding (NLU)Large Language Models (LLMs)

Soft Skills

People LeadershipStakeholder InfluenceCollaborationCommunicationCoaching

Industry Keywords

Agile Work EnvironmentDesign PrinciplesDesign Language SystemUser ResearchPerformance Metrics

About the role

Key responsibilities & impact

Lead a team creating human-centered conversational experiences across USAA’s digital experiences
Set the strategic direction for conversational design
Shape intuitive, engaging, and seamless interactions aligned with USAA’s brand
Partner strategically by understanding business and technical models, processes, challenges, and performance metrics
Balance member needs with business and stakeholder objectives
Champion conversational and human-centered design across the enterprise
Build and maintain trust-based relationships with executive leaders and partner groups
Lead cross-organizational and cross-functional efforts to translate complex business and member problems into conversational design solutions
Direct the creative review process to ensure quality, consistency, and alignment with design principles and the design language system
Provide thought leadership to deconstruct complex problems into achievable design solutions
Participate in design leadership efforts and help set the vision and strategic direction for the design organization
Build and lead a high-performing design team through recruiting, developing, retaining, coaching, guiding, and performance management
Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
8 years of relevant, on-the-job experience in Product Design, UX Design, Service Design, Design Research, or a related design discipline delivering complex design solutions for web and native applications
3 years of relevant, on-the-job experience in Conversational Design
3 years of direct team lead or management experience
Expert knowledge and experience in human-centered design
Expertise in conversational design, product design, storytelling, and prototyping
Demonstrated knowledge of data analysis and research techniques
Outstanding people leadership and management abilities
Proven leadership and ability to influence stakeholders at all levels of management
Demonstrated experience working in a distributed, agile work environment
Subject matter expertise in facilitation, collaboration, and communication
Deep understanding of conversational and AI technologies, including Natural Language Processing (NLP), Natural Language Understanding (NLU), and Large Language Models (LLMs)
Exceptional writing and editing skills
Strong understanding of linguistic principles and their application to conversational experiences and interfaces
Experience leveraging user research, usability testing, and data analysis
A strong portfolio demonstrating impactful conversational design work, strategic thinking, and design leadership
Must not require immigration support or visa sponsorship now or in the future

Benefits

Comp & perks

Remote or hybrid flexibility may be offered for active-duty military spouses, consistent with policy and business needs
Relocation assistance may be available
Pay incentives may be available based on overall corporate and individual performance and at the discretion of the USAA Board of Directors
Comprehensive medical, dental, and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program
Paid holidays
16 paid volunteer hours
Wellness programs
Career path planning
Continuing education assistance