Senior Designer, Conversational AI - Remote

UnitedHealth Group•Minnetonka, MN

2d•$91,700 - $163,700•Remote

About The Position

As a Senior Conversational AI Designer within Optum's Enterprise Digital Product Office, you will serve as the primary design expert collaborating with product and engineering teams to craft exceptional conversational experiences. You'll leverage your expertise to anticipate customer needs and intents while proactively developing intuitive dialogue strategies that feel natural and seamless. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. Your work will directly impact the members we serve by delivering AI-powered designs that meet the highest standards of accessibility, health literacy and conversational design best practices. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

4+ years of hands-on experience designing highly complex chat and voice conversational experiences OR working with a writing discipline or digital product team
1+ years of hands-on experience designing innovative conversational AI solutions
Proven knowledge of LLMs, bot platforms and prompt engineering best practices
Proven adept at crafting conversations and logic that align to the strategy while following voice, tone and brand standards
Demonstrated ability to partner with engineering, product and business stakeholders to translate insights into conversational solutions
Proven record of displaying ownership through problem solving and decision-making skills
Proven digital portfolio or work samples of relevant AI/conversational projects
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Candidates are required to pass a drug test before beginning employment.

Responsibilities

Create conversational flows that anticipate user goals, craft multi-turn interactions handling various user intents and edge cases and develop responses that feel human, clear and aligned with brand voice
Craft, test and iterate prompts that elicit high-quality responses from LLMs across diverse use cases, influencing system instructions with precise engineering requirements to guide AI behavior in context-aware, multi-turn interactions
Develop error handling and recovery strategies that gracefully manage AI misunderstandings while maintaining user trust and experience quality
Design seamless experiences that thoughtfully integrate voice, visual and text elements to enhance user engagement and support solutions
Utilize conversation data to identify enhancement opportunities, refine flows and measurably improve business metrics
Act as design subject matter expert for product and engineering teams to ensure cohesive implementation of user experiences
Partner with engineering teams on interaction modeling and NLU curation to define and enhance model performance
Ensure conversations are accessible to diverse audiences while addressing privacy concerns, minimizing bias and maintaining transparency in AI interactions