About the job
Netflix is looking for a talented Content Designer with a strong technical background to join our Customer Service Content Strategy team and improve the support experience for our members and customer service agents. As a Conversation Designer, you will work closely with content designers, program managers, visual designers, and cross-functional partners in product, engineering, and research, to design conversations for our virtual agent to ensure the best customer experience.
Responsibilities
Design human-AI multi-turn conversations across chat and voice, including intent modeling, dialogue flows, interaction patterns, and error handling that provide a delightful customer experience.
Help craft prompts and agentic interaction patterns that shape model reasoning, clarification, recovery, escalation, and handoffs. Define logic, routing rules, and agent boundaries in partnership with an AI vendor.
Analyze insights collaborating with product, engineering, and research to ensure AI experiences meet user needs and business objectives.
Build scalable conversation frameworks by designing reusable templates, playbooks, and guidelines for consistent, high-quality AI interactions.
Advocate for users by championing clarity, empathy, and accessibility in every interaction to create trustworthy and enjoyable AI experiences taking into account language and cultural nuances.
Organize and lead research, tests, and establish and manage feedback loops to improve human-AI interactions.
Influence AI strategy by providing actionable recommendations for AI deployment, feature development, and roadmap planning.
Qualifications
Minimum
BS/BA degree
6+ years of experience in conversation design, voice UX, with a portfolio demonstrating depth in both chat and voice.
Hands-on experience designing for generative or agentic AI. Strong understanding of how LLM-driven systems differ from rule-based systems, including capabilities, limitations, ambiguity, and failure modes.
Designed conversational systems at global scale. Comfortable balancing guided and open-ended interactions, handling unexpected input, and defining escalation or routing logic.
Track record of creating reusable design assets such as pattern libraries, behavioral guidelines, or interaction frameworks.
Experience partnering closely with engineering and product, translating design intent into clear specifications, and iterating through testing, A/B experimentation, and prompt refinement.
Proficiency with conversation design and prototyping tools.
Comfortable working directly with conversation data, logs, and prompt iteration workflows.
Preferred
Background in linguistics, HCI, cognitive science, or a related field is a plus.
Experience presenting to executive audiences is a plus.
Experience with a customer support virtual agent is a plus