Senior Conversational Designer

Job Description

Become a part of our caring community and help us put health first

The Senior Conversational Designer will be responsible for the end-to-end customer experience across [REDACTED]'s conversational interfaces. We're looking for someone who can discover and define opportunities but also design solutions that leverage customer insight and advocate for our customers. This person will partner to set the strategy, design systems, and hands‑on lead the migration and innovation of our experiences in Google Cloud (Dialogflow CX)—in partnership with product, engineering, data, and operations. If you are passionate about healthcare, design, and making an impact, we welcome you to apply!

Responsibilities

• Assist with the migration from Nuance to Google Dialogflow CX
• Design flows for NLU‑driven interactions - Architect and implement complex Dialogflow CX agents
• Define reusable components and libraries for use across our experiences
• Identify opportunities for innovative conversational applications that can help users interact with their healthcare plans across plan servicing, care support, and new ventures
• Collaborate with leaders across [REDACTED] to explore art-of-the-possible areas of opportunity that will help us become a leader in conversational AI
• Support linguistic analysis of user interactions with all conversational interfaces, IVR, chatbots, etc.
  • Familiarity with language analysis tools using Python
  • Dashboarding
  • Improvement to current systems
  • User research
• Review current conversational systems to identify gaps, pain points and potential for improvement to the overall user experience
• Work closely with design ops and XD leadership to define and maintain the right toolset to effectively design, test, iterate on, and mo…