Conversational Designer

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next. At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch. Our members need our help from time to time, and that’s where our Global Customer Service (CS) organization focuses; on providing amazing interactions with our subscribers around the world. Our goal is excellence, simplicity, and getting our members back to streaming. 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. The Customer Service Content Strategy team helps create and manage information that customers and agents need to support our customers. We focus on ensuring information is accurate, easily findable, easy to read, and on-brand for our customers and 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. This role owns how the virtual agent handles conversations such as how it processes context, structures dialog, manages pacing, and maintains a consistent voice across end-to-end journeys in multiple languages. The Conversation Designer combines the skills of conversation design, UX, and content strategy and will be setting conversation design standards and playbooks for our virtual agent in a scalable way. We are seeking a customer-obsessed, data-driven, highly technical individual with experience building chatbots and voice assistants, with experience in prompt design, human-in-the-loop AI evaluations, and creation of golden datasets to train conversational models. Excellent communication skills, project management, and cross-functional collaboration are essential. 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 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. 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 Desired qualities: leadership, independent, self-starter, innovative thinking, curious, action oriented, ability to drive improvements, strong relationship builder, superior communication skills, highly adaptable, and able to thrive in a fast-paced environment Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each ye