Martin Tran, Resume

Conversation Design Lead with 8 years of experience building AI-powered customer experiences at scale. Founded and grew Coinbase's conversation design practice from zero, driving a 67% automation rate and over $70M in cost savings. Deep expertise across the full stack of conversational AI, NLU modeling, intent architecture, LLM prompt design, API scoping, and cross-functional product strategy. Builder mentality: designed and shipped internal AI tooling used across the org. Seeking roles at the intersection of UX and AI.

Experience

Conversation Design Lead

July 2021 , Present

Coinbase · Remote, Ringoes, NJ

Founded Coinbase's conversation design practice, first hire of its kind, establishing design standards, automation patterns, tooling, and cross-team processes from the ground up
Drove a 5,300 bps improvement in chatbot automation rate, delivering over $70M in verified cost savings across the customer support organization
Improved bot CSAT by 2,200 bps
Built the Conversation Design Co-pilot: an LLM-powered internal tool (developed with Cursor and Claude) that analyzes support transcripts, scores intents by automation potential, and generates complete AI skill specifications, reducing skill creation from days or weeks to minutes
Designed and specced a no-code Figma bot builder adopted by the full team to design, test, and ship bot flows with configurable NLU, fallbacks, and escalation logic
Led migration of the conversational AI platform from a third-party vendor to Coinbase's proprietary in-house AI infrastructure
Defined and maintained the NLU improvement strategy and full intent taxonomy across a high-volume, multi-product environment with significant intent collision risk
Partnered with engineering to define required API outputs and data lookups needed to unlock automated resolutions across crypto, compliance, and account management use cases
Trained and mentored conversation designers; contributed UX and UI improvements to the Coinbase Help Center

UX and Conversational Designer

October 2018 , July 2021

LivePerson · Remote · via Conversable acquisition

Designed end-to-end automated conversation experiences for Fortune 500 clients across Facebook Messenger, Apple Business Chat, and Web Messaging
Led UX and UI design of Chipotle's full-menu ordering webview on Facebook Messenger, a multi-step transactional interface inside a chat environment, architected to scale across restaurant chains and platforms
Delivered a complete Apple Business Chat automation flow for Home Depot spanning product discovery, order status, and support escalation
Designed conversational AI flows for Lowe's, Spirit Airlines, and Aramark across multiple channels and customer journey stages

UX and Conversational Designer

May 2017 , October 2018

Conversable · Dallas, TX

Designed voice and messaging chatbot experiences for Dunkin' Donuts, McDonald's Canada, Wingstop, General Motors, Marvel, and Facebook across Alexa, Google Home, and Facebook Messenger
Built reusable industry conversation templates and documented design best practices to accelerate team output and support onboarding

Skills

Design Conversation Design, UX Design, Product Design, Voice UI, Multimodal Interface Design, Information Architecture, Design Systems, Interaction Design, Prototyping, User Research

AI and NLU Large Language Models (LLM), Natural Language Understanding (NLU), Prompt Engineering, AI Skill Design, Intent Architecture, Entity Design, Conversational AI, Chatbot Development, Automation Strategy

Technical API Scoping and Requirements Definition, Omnichannel Architecture, Data Analysis, CSAT and Automation Metrics, No-Code Tool Design

Tools Figma, Cursor, Claude, ChatGPT, Lucidchart, Snowflake, Adobe Creative Suite, Jira

Leadership Cross-functional Leadership, Stakeholder Management, Roadmap Definition, Design Mentorship, Agile and Scrum

Languages English (fluent) · Norwegian (fluent) · Vietnamese (spoken)