Senior AI Conversation Experience Designer (CXD)

Highmark Health • FL, Working at Home - Florida, FL

1d • $108,600 - $180,600 • Onsite

About The Position

This job will lead the design and end-to-end delivery of complex natural language interactions for our members and healthcare providers. In this role, the individual will apply advanced conversational problem-solving to define sophisticated multi-modal experiences across our family of chat and voice agents, as well as emerging generative products. The individual will architect hybrid systems that effectively blend traditional Natural Language Understanding (NLU) with advanced Generative AI/Large Language Models (LLMs) to ensure interactions are dynamic, personalized, and clinically safe. The individual will not only execute high-impact designs but also refine team-wide design standards and actively mentor other designers on the team.

Requirements

• Bachelor's degree in Human-Computer Interaction (HCI), Linguistics, Cognitive Science, Technical Writing, Computer Science or a related field, or relevant experience and/or education as determined by the company in lieu of bachelor's degree
• 5 years of professional experience as a Conversation Designer, VUI Designer, or closely related AI UX role, with a proven history of launching complex, enterprise-grade production chat or voice experiences.
• A portfolio demonstrating advanced, end-to-end conversation design artifacts, complex system architecture maps, logic trees, NLU intent structures, and production-level prompt engineering workflows.
• Deep, hands-on experience balancing traditional NLU platforms (e.g., Dialogflow CX, AWS Lex, Cognigy) with production-level Generative AI applications.
• Strong understanding of Retrieval-Augmented Generation (RAG), context window, prompt chaining, token management, and agentic frameworks.
• Advanced skills in conversational prototyping software (e.g., Voiceflow or Figma) alongside the ability to define tooling requirements for the wider design team.
• Knowledge of backend API data integrations, webhooks, SSO, and the technical constraints of the modern conversational tech stack.
• Proven ability to leverage conversational analytics tools (e.g., Dashbot, Chatbase) to read transcripts, conduct linguistic efficiency and conversational auditing processes, and optimize live bot performance.
• Highly organized self-starter capable of driving large cross-functional initiatives autonomously within an Agile environment.
• Solid facilitation skills and understanding of design thinking and human-centered design (HCD) exercises for team and leadership audiences.
• Compliance with ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
• Compliance with HIPAA as described in the Notice of Privacy Practices and Privacy Policies and Procedures.
• Compliance with data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
• Compliance with the company’s Code of Business Conduct, including adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Nice To Haves

• Advanced degree in Generative AI, Conversation Experience Design, or AI Engineering
• Subject matter expertise in highly regulated industries (healthcare, insurance, or finance) with a strong understanding of data privacy regulations (HIPAA, PHI safeguards).
• Specialized certification in Generative AI UX, Prompt Design, Conversation Experience Design, or AI Training.

Responsibilities

• Partner with product, engineering, and key stakeholders to address complex healthcare needs using empathetic, human-centered conversational frameworks.
• Oversee the end-to-end design direction for multi-platform chat and voice experiences, ensuring frameworks are scalable and modular.
• Establish, expand, and govern conversation design standards, component systems, and best practices to ensure a unified experience aligned with Highmark CXD Principles.
• Act as an evangelist for advanced conversation design standards across all product teams, influencing organizational roadmaps toward innovative conversational UX.
• Design complex, hybrid conversational systems that effectively combine deterministic, rule-based NLU models with dynamic, probabilistic generative LLM workflows and agentic frameworks.
• Direct the creation and optimization of prompt templates, instruction sets, and system personas to guarantee brand-aligned, contextually accurate generative outputs.
• Collaborate deeply with data science and engineering infrastructure teams to guide intent classification strategies, token management, and context window optimizations.
• Define robust fallback methodologies, guardrails against hallucinations, and strict data privacy safeguards to protect Protected Health Information (PHI).
• Establish key performance indicators (KPIs) and utilize metrics like semantic drift, sentiment analysis, and dynamic containment rates to drive continuous integration pipelines.
• Mentor and guide mid-level and junior conversation designers, elevating the craft and capabilities of the broader team.
• Other duties as assigned or requested.

Benefits

• Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior