Senior Conversational Designer

Humana

1d • Remote

About The Position

The Senior Conversational Designer will be responsible for the end-to-end customer experience across Humana’s conversational interfaces. This role involves discovering and defining opportunities, designing solutions leveraging customer insight, and advocating for customers. The designer will partner to set strategy, design systems, and lead the migration and innovation of experiences in Google Cloud (Dialogflow CX) in collaboration with product, engineering, data, and operations. The position is for someone passionate about healthcare, design, and making an impact. Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company, providing insurance and CenterWell healthcare services to millions, aiming to improve quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities.

Requirements

• Bachelor's Degree or higher with 5+ years of relevant work experience in design strategy and product design
• Proven track record of creating accessible, scalable, and engaging digital user experiences specifically for IVR and voice
• Proven experience with Google Dialogflow CX/Conversational Agents, AWS Lex/Connect, and Genesys Cloud
• Experience developing a design system from the ground up in partnership with development teams, leveraging best practices for digital interface design and documentation
• High self-motivation, excellent communication skills, and the ability to thrive in multi-disciplinary teams that will rely on you as the experience design subject matter expert

Nice To Haves

• Experience with LLMs, Gemini, and Vertex AI
• Experience with designing for Medicare aged customers and/or healthcare services

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 Humana 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 monitor interactions and dialogue
• Help define objectives and key results (OKRs), and key performance indicators (KPIs) for the conversational track and individual initiatives
• Use your skills to make an impact

Benefits

• medical benefits
• dental benefits
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term disability
• long-term disability
• life insurance
• bonus incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees