Principal Conversational UX Designer

Job Description:

Job Summary

We're looking for a Principal Conversational UX Designer to shape the experiences of millions of people who interact with Walgreens each day. In this senior role, you'll lead the end-to-end design of IVR call flows and AI-powered chat interactions, from concept to production, setting the standard for how our conversational design team approaches dialogue design, interaction patterns, and voice user experience. You'll define the conversational persona and tone of voice for our virtual assistant experiences, establish design patterns and style guides, and build the shared libraries that help the team move faster and stay consistent. Day to day, you'll collaborate closely with product owners, engineers, and AI/NLP specialists, lead design reviews, drive prototyping and customer research, and mentor junior conversation designers. This is a hands-on senior role that requires creative vision, technical fluency, and the discipline to execute across multiple projects simultaneously.

Job Responsibilities

• Leads the development of the definition of suite of products designs and documentation for the UX style guide patterns and behaviors. Creates visual assets using our style guide. Creates hi-fidelity prototypes, wireframes, design concepts that present content and functionality with intuitive clarity and balance. Delivers prototypes and wireframes using and augmenting pattern library.

• Evangelize and leads design thinking via design sprints and other collaborative activities. Creates prototypes for research and internal communication. Transforms and reimagines the digital experience by delivering value to customers in innovative ways.

• Articulates, inspires and lead agile teams with a directional yet pragmatic design strategy.

• Leads and presents designs during internal bi-weekly design reviews as well as mostly leadership design reviews. Presents and defends concepts with concrete tactical rationale.

• Leads product team support with any user experience needs throughout during different phases of the project (planning, pre-work, elaboration and post work). Participate in customer insight studies and usability testing.

• Collaborates on daily basis with product owners, business analysts, system analysts, and scrum teams to ensure quality and consistency.

• Strives for innovative solutions understanding platform constrain, technical & program level limitations.

• Partners with design authority to ensure suggested solutions meet with technical expectations and limitations. Partners with senior members of Product, Marketing, Engineering and other internal stakeholders to ideate the next generation of products/services.

• Participates in documenting UX WOW, best practices, and style guide exceptions.

• Partners with research team to validate concepts and design solutions.

• Stays abreast of business and emerging technologies quickly by building on previous knowledge and experience.

• Performs as a visual storyteller and proficiently convey early design approaches on paper or whiteboard. Performs as a key member of the digital design team, Plans and executes designs that extend past digital into the store setting.

• Utilizes qualitative and quantitative methods to understand customer needs, worries, and habits.

• Navigates constraints, ensures design quality throughout implementation, and manages multiple projects while consistently delivering on time.

• Guides more junior designers, playing an advisory role on their design studies.

• Leads and mentors less experienced designers.

About Walgreens

Founded in 1901, Walgreens ( proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

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Job ID: 1778260BR

Title: Principal Conversational UX Designer

Company Indicator: Walgreens

Employment Type:

Job Function: Information Technology

Full Store Address: 200 WILMOT RD,DEERFIELD,IL 60015

Full District Office Address: 200 WILMOT RD,DEERFIELD,IL,60015-04620-00001-2

External Basic Qualifications:

• Bachelor’s Degree and at least 5 years of design experience with focus on software, web applications, and mobile apps OR a High School Diploma/GED and at least 8 years of design experience with focus on software, web applications, and mobile apps

• Experience working with software project, management practices, development practices, and agile methodologies.

• Experience with conceptualization, visualization, design.

• Experience creating wireframes, and/or other visual artifacts.

• Experience with user interface design patterns and UCD methodologies across multiple platforms.

• Experience working with User Center Design processes.

• Experience working with agile methodologies.

• Experience with graphic creation software, such as Axure, Adobe Photoshop, and/or Illustrator.

• Experience working with project management tools, such as Confluence.

• At least 2 years of experience contributing to financial decisions in the workplace.

• At least 2 years of direct leadership, indirect leadership and/orcross-functional team leadership.

• Willing to travel up to 10% of the time for business purposes (within state and out of state).

Preferred Qualifications:

• Bachelor or Master’s Degree in Human Computer Interaction, Linguistics, Cognitive Science, Interaction Design, or a related field.

• Familiarity with NLP/NLU concepts — including intent classification, entity extraction, and confidence thresholds — and how they influence conversation design decisions.

• Hands-on experience designing IVR call flows, including prompt writing, DTMF and speech input handling, error recovery logic, and escalation paths.

• Experience designing and iterating on chatbot or virtual assistant conversational flows.

• Experience conducting conversation testing and usability research specific to voice or chat interfaces, including analysis of transcripts to identify drop-off and failure patterns.

• Experience with design tools such as Visio, Figma, Voiceflow, Nuance Mix, Microsoft Copilot, Azure Speech Studio, Adobe Audition, Genesys, Amazon Connect/Lex, etc.

• Fluency or near-fluency in Spanish.

We will consider employment of qualified applicants with arrest and conviction records.

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