Senior UX Designer - IC

[REDACTED] is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

We're looking for a Senior UX Designer / Design Lead to shape Ask AI and Generative AI experiences while also leading and managing AI focused designers. This role is ideal for a designer who thrives in fastmoving, ambiguous environments and can balance hands-on AI UX design with people leadership. Focused designers moving, ambiguous environment on AI UX design focused designers moving, ambiguous environments on AI UX design.

Primary Responsibilities:

AI Experience & Interaction Design

• Design Generative AI chat and Ask AI experiences from an interaction and UX systems perspective
• Own the surrounding UI and experience layer for chat: task panels, summaries, follow-ups, action bars, results views, history, and controls. ups, action bars, results views, history, and controls. ups, action bars, results views, history, and controls
• Define agent behaviors, capabilities, and boundaries in the UX (when AI offers suggestions, asks for clarification, or escalates), ensuring users remain in control
• Translate conversation strategies (provided by Conversational Designers) into scalable UX patterns, clear affordances, and actionable response formats (e.g., cards, checklists, tables, next steps)
• Design trust and transparency mechanisms: explainability cues, citations, confidence indicators, limits and safety constraints, and retry/feedback pathways.try/feedback pathways.try/feedback pathways

Systems Thinking & End-to-end Journeys to End Journeys to End Journeys

• Create end-to-end AI user journeys and interaction models for chat first and hybrid UI patterns to end AI user journeys first and hybrid UI patterns to end AI user journeys first and hybrid UI patterns
• Model states and contingencies: uncertainty, partial knowledge, hallucination handling, latency, empty/error/edge states
• Define handoffs and escalation paths (to human agents, to other product workflows, or to advanced tools) and design recovery mechanisms
• Ensure mental models are clear about what the AI can/can't do, and how it learns or adapts over time

Rapid Iteration & Validation

• Rapidly prototype in Figma (flows, states, components) and collaborate with Engineering for feasibility checks
• Use usability testing, design reviews, pilots, and lightweight experiments to validate comprehension, trust, and actionability
• Iterate quickly using analytics, VoC, support signals, and A/B tests; instrument key UX metrics (e.g., task completion, time to value, deflection, satisfaction)
• Balance speed and rigor, knowing when fidelity and depth are needed versus scrappy learning

Collaboration & Delivery

• Partner with Conversational Designers (dialog, tone, conversation structure) to ensure cohesive experiences, the UX/UI reinforces the conversational intent
• Work closely with Product and Engineering to scope, sequence, and deliver time sensitive milestones; remove ambiguity with clear artifacts and decisions sensitive
• Collaborate with AI/ML teams to understand model behavior, constraints (latency, context windows, accuracy), and design appropriate controls and fallbacks
• Contribute to roadmaps and release planning, ensuring design dependencies and risks are visible early

Responsible & Scalable AI

• Uphold responsible AI practices, transparency, user consent, recoverability, human in the loop, and safe defaults in the loop, and safe defaults in the loop, and safe defaults
• Advocate for accessibility (WCAG), inclusive design, and responsiveness across devices and modalities
• Contribute to AI design systems: reusable patterns for prompts, responses, feedback, explainability, and safety messaging; partner with the core Design System team for componentization and governance
• Design for regulated environments (privacy, consent, auditability) and align with AI governance guidelines

People Management & Team Leadership

• Set expectations for quality, pace, and responsible AI design
• Provide feedback, performance guidance, and career coaching
• Help shape team norms for collaboration with Conversational Design
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may .