Principal UX Designer, AI Content and Conversation

📍 Job Overview

Job Title: Principal UX Designer, AI Content and Conversation Company: T-Mobile Location: Bellevue, Washington / Herndon, Virginia Job Type: FULL_TIME Category: User Experience (UX) / Content Design / Conversation Design Date Posted: September 11, 2025 Experience Level: 7+ Years (Principal Level) Remote Status: On-site

🚀 Role Summary

• Strategic Content Ownership: Drive the development and execution of product content strategy for high-visibility initiatives, focusing on enhancing customer experience through clear, accessible, and inclusive language.
• AI Conversation Design Expertise: Shape conversational interactions for AI experiences, developing guidelines for voice, tone, and patterns to ensure customer-friendliness and accuracy, particularly leveraging Generative AI.
• Cross-Functional Collaboration: Partner closely with UX, Product Management, and Marketing teams to ensure seamless integration of content and user experience across all product lifecycles and platforms.
• Customer Advocacy & Data-Driven Insights: Act as a champion for the customer by translating user research, usability studies, and competitive analysis into actionable content solutions that meet both customer needs and business goals.

📝 Enhancement Note: This role is positioned at a Principal level, indicating a need for significant experience in UX content and conversation design, with an emphasis on strategic thinking, mentorship, and leadership in shaping the company's content standards, especially within the rapidly evolving AI space.

📈 Primary Responsibilities

• Product Content Strategy Development: Own the end-to-end development and execution of product content strategies, ensuring alignment with business objectives and customer needs across various platforms.
• Conversational AI Design: Design and refine conversational flows and content for AI-driven experiences, establishing voice, tone, and interaction patterns that are intuitive and engaging for users.
• Content Quality and Consistency: Ensure all product content is clear, concise, accurate, accessible, and inclusive, maintaining brand voice and tone consistency across all customer touchpoints.
• User Research Integration: Leverage insights from user research, usability studies, A/B testing, and customer feedback to inform content design decisions and optimize content performance.
• Content Auditing and Optimization: Conduct regular content audits to identify areas for improvement, reduce content debt, and optimize content for SEO, usability, and business outcomes.
• Cross-Team Collaboration & Mentorship: Collaborate with designers, product managers, engineers, and marketing teams to integrate content seamlessly into product development cycles, and mentor junior team members on best practices in content design and AI conversation design.
• Information Architecture for Content: Contribute to the design of information architecture to ensure content is logically organized, easily discoverable, and supports intuitive user journeys.
• AI Prompt Engineering: Apply prompt engineering techniques to optimize AI model outputs and enhance the quality of AI-generated content and responses.

📝 Enhancement Note: The emphasis on "product content strategy" and "AI conversation design" suggests this role requires a blend of UX writing, content strategy, and specialized AI interaction design skills. The "Principal" title implies significant autonomy, strategic influence, and the expectation of guiding other team members.

🎓 Skills & Qualifications

Education:

• Bachelor's Degree in Computer Science, Human-Computer Interaction (HCI), English, Linguistics, Communications, or a related field.

Experience:

• Minimum of 7 years of professional experience in UX Design, UX Content Design, Content Strategy, or Conversation Design.
• Proven track record of developing and executing successful content strategies for digital products.
• Experience working in fast-paced, agile environments and managing complex, high-visibility projects.
• Demonstrated ability to collaborate effectively with cross-functional teams including UX designers, product managers, engineers, and marketing professionals.
• Experience with user research methodologies, usability testing, and leveraging data analytics to inform content decisions.

Required Skills:

• User Experience Design: Deep understanding of user-centered design principles and methodologies.
• UX Content Design: Expertise in crafting clear, concise, and compelling microcopy, UI text, and longer-form product content.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to articulate complex ideas clearly and persuasively.
• Presentation Skills: Proven ability to present design concepts, strategies, and findings to diverse stakeholders, including senior leadership.
• Analytics: Proficiency in analyzing user data, content performance metrics, and A/B test results to drive content optimization.
• Content Strategy: Ability to define, develop, and implement comprehensive content strategies aligned with business goals.
• Research & Usability: Skill in conducting and interpreting user research, usability studies, and competitive analysis.

Preferred Skills:

• Prompt Engineering: Experience in crafting effective prompts for AI models (e.g., Large Language Models) to generate desired content and conversational responses.
• Conversation Design (GenAI): Specialized experience in designing natural, engaging, and effective conversations for AI experiences, particularly with Generative AI technologies.
• Information Architecture: Understanding of how to structure and organize content within digital products for optimal user experience.
• Style Guide Development: Experience creating and maintaining content style guides, voice and tone guidelines, and content governance frameworks.
• Agile Methodologies: Familiarity with agile development processes and collaborative workflows.
• Leadership & Mentorship: Demonstrated ability to lead projects, mentor junior designers, and influence team direction.
• Bilingual (Spanish): Fluency in Spanish is a plus for broader customer reach.

📝 Enhancement Note: The "Principal" level designation strongly implies that candidates should demonstrate strategic thinking, leadership potential, and a deep understanding of how content design impacts overall product strategy and business outcomes. Experience with AI and prompt engineering is explicitly called out as preferred, indicating it's a key area of focus for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• UX Content Design Samples (2-3): Showcase projects demonstrating your ability to craft user-centered content for digital products, highlighting the problem, your process, and the impact of your content solutions. Focus on clarity, usability, and brand voice.
• AI Conversation Design Samples (2-3): Present examples of conversational AI interactions you've designed. This should include user flows, dialogue scripts, persona development, and demonstrating how you've applied principles of natural language understanding and generation. If possible, include examples that leverage GenAI.
• Design Thinking & Process Demonstration: Crucially, your portfolio should emphasize your design process—how you approach problems, conduct research, iterate on solutions, and measure success—rather than just presenting final deliverables.
• Content Strategy Artifacts: Include examples of content strategies, style guides, voice and tone documentation, or content audit findings that showcase your strategic thinking and ability to ensure consistency and quality.
• Impact Metrics: Where possible, quantify the impact of your work using relevant metrics (e.g., improved conversion rates, reduced customer support inquiries, increased user engagement, task completion rates).

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in designing and optimizing content creation and management workflows, including collaboration with cross-functional teams.
• Implementation & Automation: Show how you've implemented content solutions and, where applicable, contributed to or utilized automation tools to improve efficiency.
• Measurement & Performance Analysis: Provide examples of how you track and analyze content performance, using data to iterate and improve strategies.

📝 Enhancement Note: The request for a portfolio with a focus on "design thinking and process" is critical. Applicants must be prepared to articulate their decision-making rationale, research methods, and how they measure the success of their content and conversation design work. Including AI-specific examples is a significant advantage.

💵 Compensation & Benefits

Salary Range: $115,400 - $208,100 Annually

• This range reflects the base pay for the Principal UX Designer, AI Content and Conversation role.
• The actual starting salary will be determined based on factors such as the candidate's qualifications, years of experience, skills, and the specific hiring location.

Compensation Structure:

• Base Salary: As indicated in the range.
• Corporate Bonus Target: 20% of eligible earnings, based on company and/or individual performance.

Benefits:

• Comprehensive Health Coverage: Medical, Dental, and Vision Insurance.
• Financial Wellness: Flexible Spending Account, 401(k) with company match, Employee Stock Grants, and Employee Stock Purchase Plan (ESPP).
• Time Off & Leave: Paid Time Off (PTO), approximately 4 weeks for new full-time employees annually, plus up to 12 paid holidays. Paid parental and family leave.
• Family Support: Family building benefits, back-up care, enhanced family support, and childcare subsidy.
• Professional Development: Tuition assistance and college coaching programs.
• Insurance & Protection: Short-term and long-term disability, voluntary AD&D, accident, life, and long-term care insurance options.
• Additional Perks: Mobile service & home internet discounts, pet insurance, commuter and transit programs.

Working Hours:

• Standard work week is 40 hours. Specific daily schedules may vary based on team needs and project demands, but the role is expected to be primarily on-site.

📝 Enhancement Note: The salary range provided is competitive for a Principal-level UX Designer in major tech hubs like Bellevue and the DC metro area. T-Mobile's benefits package is extensive, emphasizing employee well-being and financial security, which are attractive aspects for experienced professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications / Mobile Services Company Size: Large Enterprise (T-Mobile is one of the largest wireless carriers in the US) Founded: 1994 (as VoiceStream Wireless, rebranded to T-Mobile USA in 2002)

Team Structure:

• Product Experience Design & Innovation: This role sits within a dedicated Product Experience Design & Innovation organization, suggesting a strong focus on user-centric product development.
• Cross-Functional Collaboration: The team operates in a matrixed environment, requiring close collaboration with Product Management, Engineering, Marketing, and potentially AI/Data Science teams.
• Agile Environment: Expect to work within agile frameworks, emphasizing iterative development, rapid prototyping, and continuous feedback loops.

Methodology:

• Human-Centered Design: T-Mobile emphasizes working backward from user research, usability studies, and competitive analysis to create customer-centric solutions.
• Data-Driven Decision Making: Insights from qualitative and quantitative studies, along with business analytics, are crucial for problem-solving and content optimization.
• Agile & Iterative Processes: The team likely follows agile methodologies for product development, incorporating user feedback throughout the design and implementation cycles.

Company Website: https://www.t-mobile.com/

📝 Enhancement Note: T-Mobile's culture is often described as fast-paced, innovative, and customer-focused, aligning with the "Un-carrier" brand. The emphasis on "Total Rewards" and employee investment suggests a company that values its workforce and aims for employee growth and well-being.

📈 Career & Growth Analysis

Operations Career Level: Principal UX Designer, AI Content and Conversation. This is a senior individual contributor role, signifying a high level of expertise, strategic influence, and potential for technical or people leadership within the UX/Product Design domain.

Reporting Structure: Likely reports to a Director or Senior Manager within the Product Experience Design & Innovation organization. Collaboration will be extensive with peers in UX Design, Product Management, and Engineering.

Operations Impact: This role directly impacts the customer's perception and usability of T-Mobile's products and services, particularly within AI-driven features. By crafting clear, intuitive content and conversations, the designer can significantly improve customer satisfaction, reduce friction, drive adoption of new technologies, and contribute to overall business goals like customer retention and acquisition.

Growth Opportunities:

• Deep Specialization: Develop deep expertise in AI content and conversation design, becoming a subject matter expert in this critical and growing field.
• Strategic Influence: Contribute to the broader product strategy and content vision for T-Mobile's digital offerings.
• Leadership Development: Potential to move into people management roles (e.g., Lead UX Designer, Design Manager) or transition into more strategic roles like Head of Content Design or Senior Director of Product Experience.
• Cross-Disciplinary Learning: Gain exposure to various aspects of product development, AI technologies, and business operations through close collaboration with diverse teams.
• Industry Recognition: Opportunities to present work at industry conferences or contribute to thought leadership in UX and AI design.

📝 Enhancement Note: The "Principal" title suggests a career path that emphasizes subject matter expertise and strategic leadership rather than immediate people management, although that can be a future option. The focus on AI positions this role at the forefront of technological advancements in the industry.

🌐 Work Environment

Office Type: Primarily on-site, with potential for hybrid flexibility depending on team and company policies. The description mentions specific office locations (Bellevue, WA and Herndon, VA), indicating a physical presence is expected.

Office Location(s):

• Bellevue, Washington (Headquarters, Building 4)
• Herndon, Virginia

Workspace Context:

• Collaborative Hubs: Expect modern office spaces designed to foster collaboration, with meeting rooms, informal gathering areas, and potentially dedicated design studios.
• Technology-Rich Environment: Access to industry-standard design tools, software, and potentially AI development platforms.
• Team Interaction: Opportunities for daily interaction with fellow designers, product managers, researchers, and engineers, facilitating rapid feedback and idea exchange.

Work Schedule:

• Standard 40-hour work week. While specific hours may vary, the on-site requirement suggests a traditional office schedule with potential for some flexibility around start/end times, subject to team needs.

📝 Enhancement Note: The mention of specific office locations implies that candidates should be prepared for an on-site or hybrid work arrangement, with the expectation of regular office presence for collaboration and team engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter call to assess basic qualifications, cultural fit, and interest.
• Portfolio Review & Presentation: A key stage where candidates present their portfolio, focusing on 2-3 relevant UX content and/or AI conversation design case studies. Expect to discuss your design process, decision-making, and the impact of your work.
• Hiring Manager/Team Interview: Deeper dive into experience, technical skills, problem-solving abilities, and how you collaborate with cross-functional teams. May include behavioral questions.
• Design Challenge/Whiteboarding Session: Potentially a practical exercise or case study to assess your approach to a specific design problem, content creation, or conversational flow design.
• Stakeholder Interviews: Meetings with key partners (e.g., Product Managers, Senior Designers, Marketing leads) to evaluate collaboration skills and strategic thinking.
• Final Round/Executive Interview: May involve senior leadership to assess overall fit and strategic alignment.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest UX content or AI conversation design projects that best showcase your skills relevant to this Principal-level role. Prioritize projects demonstrating design thinking, process, and measurable impact.
• Tell a Story: Structure your case studies with a clear narrative: the problem, your role and process, the challenges faced, the solutions designed, and the outcomes achieved (quantify results where possible).
• Highlight AI/GenAI: If you have AI or GenAI conversation design experience, make sure these projects are prominently featured and clearly explained. Detail your approach to prompt engineering if applicable.
• Showcase Process: Be prepared to walk through your thought process, explaining why you made certain content or conversational design choices, referencing research and user data.
• Practice Your Presentation: Rehearse your portfolio presentation to ensure it flows well, stays within time limits, and effectively communicates your expertise.

Challenge Preparation:

• Anticipate Content Scenarios: Prepare for challenges that might involve refining existing product copy, designing a conversational flow for a new AI feature, or auditing and improving a piece of content for clarity and accessibility.
• Focus on Process: For any task, emphasize your methodology: how you'd approach it, what questions you'd ask, what data you'd need, and how you'd measure success.
• Demonstrate Strategic Thinking: Show how your content decisions align with broader business goals and user needs. Consider how your work impacts the overall customer journey.

📝 Enhancement Note: The emphasis on portfolio presentation and process is paramount. Candidates should be ready to articulate their strategic thinking and demonstrate how they apply design principles to solve complex problems, especially in the context of AI-driven user experiences.

🛠 Tools & Technology Stack

Primary Tools:

• UX Design Software: Figma, Sketch, Adobe XD, or similar for wireframing, prototyping, and UI design.
• Content Management Systems (CMS): Experience with various CMS platforms for content creation, editing, and publishing.
• Collaboration Tools: Slack, Microsoft Teams, Jira, Confluence for team communication and project management.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for tracking user behavior and content performance.
• User Feedback Platforms: Tools for collecting and analyzing user feedback (e.g., surveys, feedback widgets).
• Data Visualization: Tableau, Power BI, or similar for creating dashboards and reports to communicate insights.

CRM & Automation:

• CRM Systems: Salesforce, HubSpot, or similar for understanding customer data and context.
• AI/ML Platforms: Familiarity with AI development environments, Large Language Models (LLMs), and prompt engineering tools is highly preferred. Examples could include platforms like OpenAI's API, Google AI, or internal T-Mobile AI tools.
• AI Conversation Design Tools: Specialized platforms or frameworks for designing and testing conversational AI experiences.

📝 Enhancement Note: While specific tool requirements aren't detailed, proficiency in standard UX design, content management, and analytics tools is expected. Strong preference is given to candidates with experience in AI/ML platforms and prompt engineering, indicating T-Mobile's investment in AI-driven product development.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving customer needs through exceptional product experiences.
• Innovation: Encouraging new ideas and embracing cutting-edge technologies, particularly in the AI space.
• Collaboration: Working together as "One Team" to achieve shared goals, valuing diverse perspectives.
• Data-Driven: Using insights from data and research to inform decisions and measure impact.
• Efficiency & Agility: Maintaining a fast-paced, iterative approach to product development and content creation.

Collaboration Style:

• Cross-Functional Partnership: Expect to work closely with diverse teams, requiring strong communication and the ability to influence without direct authority.
• Open Feedback Culture: Encouraging constructive feedback to continuously improve designs and processes.
• Knowledge Sharing: A culture that promotes sharing best practices, learnings, and insights within the design community and across teams.

📝 Enhancement Note: T-Mobile's "Un-carrier" culture emphasizes a less hierarchical, more collaborative, and customer-obsessed approach. The values align with a proactive, innovative, and team-oriented environment, particularly relevant for a Principal-level role driving new initiatives.

⚡ Challenges & Growth Opportunities

Challenges:

• Rapidly Evolving AI Landscape: Staying current with the fast pace of AI advancements, particularly in Generative AI and conversational interfaces, and translating these into effective user experiences.
• Balancing Business Goals with User Needs: Effectively advocating for the user while aligning content and conversation design with T-Mobile's strategic business objectives and technical constraints.
• Ensuring Content Consistency at Scale: Maintaining a consistent brand voice, tone, and quality across a vast range of products and platforms, especially as AI-generated content is integrated.
• Ambiguity and Complexity: Navigating complex technical requirements and ambiguous project scopes, requiring strong problem-solving skills and adaptability.

Learning & Development Opportunities:

• AI Specialization: Deepen expertise in AI, machine learning, prompt engineering, and GenAI conversation design through hands-on projects and potential training.
• Strategic Impact: Gain exposure to high-level product strategy and contribute to shaping the future of T-Mobile's digital customer interactions.
• Mentorship: Opportunity to mentor junior designers and learn from experienced leaders within the Product Experience Design organization.
• Industry Trends: Stay at the forefront of UX design and AI trends by working on innovative projects and potentially attending industry events or training.

📝 Enhancement Note: The primary challenge and growth opportunity lie in mastering the integration of AI into customer-facing experiences, positioning the candidate as a key player in T-Mobile's digital transformation.

💡 Interview Preparation

Strategy Questions:

• "How would you approach developing a content strategy for a new AI-powered customer service feature at T-Mobile?" (Focus on research, personas, content pillars, tone, and metrics.)
• "Describe a time you had to balance conflicting requirements from Product, Engineering, and Marketing. How did you ensure the best user experience?" (Highlight collaboration, negotiation, and user advocacy.)
• "Walk us through your process for designing a conversational flow for a complex AI interaction. What principles guide your design decisions?" (Emphasize user-centered design, error handling, and natural language.)
• "How do you ensure inclusivity and accessibility in the content and conversations you design, especially for AI interactions?" (Discuss testing, diverse user needs, and inclusive language.)

Company & Culture Questions:

• "What do you know about T-Mobile's 'Un-carrier' brand and values? How would you ensure your content aligns with this?" (Research T-Mobile's brand voice and customer commitment.)
• "How do you approach collaboration within a fast-paced, agile team environment?" (Provide examples of successful cross-functional projects.)
• "How do you measure the success and impact of your UX content and conversation design work?" (Discuss key metrics and reporting methods.)

Portfolio Presentation Strategy:

• Case Study Structure: For each selected project, clearly define: Problem, Your Role, Process/Solution, Key Decisions, and Outcome/Impact.
• Highlight AI/GenAI: Specifically call out any AI or GenAI elements in your projects, detailing your approach to prompt engineering or conversational design.
• Demonstrate Process: Be ready to discuss your research methods, iterative design process, and how user feedback shaped your final output.
• Quantify Impact: Use data and metrics to demonstrate the effectiveness of your work whenever possible (e.g., improved task completion, reduced error rates, increased engagement).
• Connect to T-Mobile: Briefly explain why your skills and experience are a good fit for T-Mobile's specific needs in this role.

📝 Enhancement Note: Prepare to articulate your expertise in AI content and conversation design with concrete examples. Be ready to demonstrate strategic thinking, strong collaboration skills, and a deep understanding of user-centered design principles within a fast-paced corporate environment.

📌 Application Steps

To apply for this Principal UX Designer, AI Content and Conversation position:

• Submit Application: Complete the online application via the provided Workday link.
• Portfolio Customization: Tailor your portfolio to showcase 2-3 exemplary UX content design and/or AI conversation design projects that align with the responsibilities and preferred skills mentioned in this description. Prioritize case studies that demonstrate your design thinking process and measurable impact.
• Resume Optimization: Update your resume to highlight your 7+ years of experience, specific achievements in UX content strategy, conversation design (especially AI/GenAI), cross-functional collaboration, and any leadership or mentorship experience. Use keywords from the job description naturally.
• Interview Preparation: Practice your portfolio presentation, focusing on clear storytelling, explaining your design process, and quantifying results. Prepare to answer behavioral and situational questions related to collaboration, problem-solving, and working in an agile environment. Research T-Mobile's brand and recent AI initiatives.
• Company Research: Familiarize yourself with T-Mobile's "Un-carrier" philosophy, recent product launches (especially those involving AI), and their approach to customer experience. Understand how your role contributes to their overall business objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.