Specialist, User Experience (Conversational Design)

Nationwide•Columbus, OH

2d•$88,000 - $164,000•Onsite

About The Position

Nationwide is seeking a detail-oriented and customer-focused UX Conversational AI Designer to help improve and expand our conversational AI experiences. As a contributor to the UX Conversational AI Team, you’ll be responsible for chatbot dialogue, designing conversation flows, and refining existing interactions based on user behavior and feedback. The ideal candidate has a strong multi-disciplinary UX background, conversation design and an interest in turning data and research into well-crafted conversational interactions. Do you shine in at least one core user experience (UX) competency? We have a passion for creating exceptional experiences that have a real impact on people’s live and futures. If you understand the value UX provides in achieving strategic objectives and can articulate that value to cross-functional teams and business partners, we want to know more about you! As a Specialist in the User Experience organization, in addition to expertise in one core strength (experience strategy, research, information architecture, interaction design, interface design, front-end development, content strategy or design operations), you’ll need to demonstrate a thorough grasp of a couple others. It'll be important to have an understanding of the design process and ability to work in the ambiguous discovery phase of identifying the right problem to tackle and the details of delivering desirable products. You’ll also have opportunities to work on project teams to distill complex problems into clear solutions that exemplify standard methodologies and encourage others. You will need to be adept at articulating and defending design decisions in a way that can be understood.

Requirements

3 or more years of experience in UX, conversation design or a related field.
Excellent writing, editing, and communication skills.
Experience working across diverse AI and conversational AI paradigms, from rules- and intent-based systems to generative and LLM-powered conversational experiences
Comfort working with bot logs, user utterance data, or transcripts to analyze bot performance.
Customer driven, detail-oriented, collaborative, and eager to iterate based on feedback and data.
Undergraduate studies in UX, human-computer interaction, psychology, graphic design, information science, communications or related field preferred.
Typically, three or more years professionally practicing some aspect of human-centered design.
Good verbal and written communication skills.
Comfortable explaining design rationale to other parts of the business.
Basic understanding of UX principles and the human-centered design process.
Able to leverage data to make informed design decisions.
Ability to partner with multiple partner groups and tell compelling narratives.
Owns work with some manager oversight.
Independently and proactively seeks out answers as needed.
Proven ability to analyze qualitative and quantitative information and external factors that may influence or have an impact on the company, as well as the customers, distribution systems, operations and strategy.
Works with development team to resolve technically complex issues requiring alignment across multiple business partners and subject areas.
Proven ability to set work priorities that conform with established objectives, timeframes and accomplish a task in the most effective manner.
Ability to work in partnership with cross-functional teams.
Understand and make progress toward the company’s consumer performance indicator (CPI) and key performance indicator (KPI) goals.

Nice To Haves

This role does not qualify for employer-sponsored work authorization.
Nationwide does not participate in the Stem OPT Extension program.

Responsibilities

Design Conversation Flows: Create and maintain intuitive, user-centered conversational interactions.
Writing dialogue and prompts: Draft clear, concise, and helpful bot responses that reflect the brand voice. Create prompts to guide, inform and provide guardrails for AI interactions. Structure data for retrieval‑augmented generation scenarios.
Analyze User Input & Chat Transcripts: Review conversation transcripts and user utterances to identify pain points, misclassifications, and opportunities for improvement.
Identify Content Opportunities: Surface gaps in coverage and recommend new intents, knowledge bases, responses, or flows to improve bot accuracy and usefulness.
Conduct Competitive Research: Support research efforts by analyzing other conversational AI experiences and industry best practices to identify improvement opportunities.
Provides creative, technical and strategic input and results to project teams.
Collaborates with partners, product managers, technologists, UX peers and others across the company on technical and creative direction.
Advocates for empathetic human-centered design and helps mitigate risks by pursuing work based on insights and an understanding of our users.
Problem solves, thinks big and explores divergent ideas while understanding how to converge and build iteratively towards the best solution for multiple platforms.
Participates in idea-generating sessions and helps capture and evaluate ideas with respect to technical feasibility, business viability and human desirability.
Able to think strategically and connect work to a larger picture.
Perceive rapid advancements in technology and how customers expect to interact with our company.
May perform other responsibilities as assigned.

Benefits

medical/dental/vision
life insurance
short and long term disability coverage
paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date
nine paid holidays
8 hours of Lifetime paid time off
8 hours of Unity Day paid time off
401(k) with company match
company-paid pension plan
business casual attire