AI Conversation Experience Designer (CXD)

About the role

This role will conceptualize, prototype, and deliver compelling natural language interactions for members and healthcare providers. The individual will expand upon a passion for conversational problem-solving to define multi-modal experiences for chat and voice agents, as well as emerging conversational products. The role leverages both traditional Natural Language Understanding (NLU) systems and Generative AI/Large Language Models (LLMs) to deliver dynamic, personalized, and clinically safe automated interactions.

Responsibilities

• Core Conversation Design and Strategy
  • Collaborate with cross-functional teams to address complex healthcare needs using empathetic conversational frameworks and user-centric storytelling.
  • Gather experience and product requirements to design, prototype, and scale intuitive, multi-platform chat and voice experiences.
  • Own the creation of dialog interactions, documenting guidelines and best practices that ensure a consistent experience in line with Highmark CXD Principles.
  • Advocate for conversation design standards across product teams to enhance the overall customer experience and push for innovative changes.
• Prompt Design & Behavioral Modeling
  • Design hybrid conversational systems blending deterministic, rule-based NLU models with dynamic, generative LLM and agent-driven experiences.
  • Write and refine prompt templates, instruction sets, and system personas to ensure accurate, helpful, and brand-aligned generative outputs.
  • Partner with engineering and data teams to improve intent classification accuracy and ensure seamless routing to contextually relevant responses.
  • Establish robust conversational fallback strategies, implement hallucination and error mitigation rules, and follow data privacy safeguards to protect Protected Health Information (PHI).
• Continuous Optimization
  • Analyze user interaction data, business requirements, and stakeholder feedback to draw actionable insights that drive ongoing improvements.
• Other duties as assigned or requested.

Requirements

• Education
  • 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 a bachelor’s degree.
  • Preferred: Coursework in Generative AI UX, Prompt Design, Conversation Experience Design, or AI Training.
• Experience
  • 3 years of professional experience as a Conversation Designer, VUI Designer, Content Designer, or a closely related role, with a proven track record of shipping production-ready chat or voice experiences.
  • A portfolio demonstrating end-to-end conversation design artifacts, including system architecture, dialog turn-taking flows, agent personas, NLU intent structures, or prompt design and modeling examples.
  • Preferred: Prior experience designing conversational products within highly regulated industries (healthcare, insurance, or finance) with a foundational understanding of HIPAA and PHI safeguards.
  • Preferred: Experience using conversational analytics tools (e.g., Dashbot or internal data dashboards) to read transcripts, run intent-classification audits, and optimize live bot performance.
• Licenses or Certifications
  • None required.
  • Preferred: Specialized certification in Generative AI UX, Prompt Design, Conversation Experience Design, or AI Training.

Skills

• Hands-on experience designing for traditional NLU platforms (e.g., Dialogflow CX, AWS Lex, Cognigy, Genesys) alongside Large Language Models (LLMs) and Generative AI applications.
• Proficiency with tools like Voiceflow, Figma, or alternative enterprise-grade Conversational AI platforms to map multi-turn dialogues and logic trees.
• Understanding of technical concepts like APIs, webhooks, SSO, token management, context windows, and how front-end interfaces interact with back-end AI models.
• Familiarity with advanced generative design concepts such as Retrieval-Augmented Generation (RAG), context window, prompt chaining, or agentic frameworks.
• Appreciation for user experience (UX) design, design thinking exercises, and human-centered design (HCD) facilitation methods.
• Highly organized self-starter capable of managing multiple concurrent projects with some oversight in an Agile environment.
• Strong communication skills with the ability to present design logic and technical strategies clearly to cross-functional teams.

Pay

Base pay range: $94,200.00 – $151,000.00. Pay is determined by a variety of factors including qualifications, experience, expected contributions, internal peer equity, market, and business considerations. Geographic differentials may apply for certain locations.

Schedule

• Travel requirement: 0% - 25%.
• Position type: Office-based.
• Physical work site: Not required.