Sr. Voice Conversational Designer (United States)

Job Description:

The Sr. Conversational Designer will be responsible for the end-to-end customer experience across client voice conversational interfaces. We’re looking for someone who can discover and define opportunities but also design solutions that leverage customer insight and advocate for our customers. This person will partner to set the strategy, design systems, and hands-on lead the migration and innovation of our experiences in Google Cloud (Dialogflow CX, CX Agents)—in partnership with product, engineering, data, and operations. If you are passionate about healthcare, design, and making an impact, we welcome you to apply!

Responsibilities

• Assist with the migration from Nuance to Google Dialogflow CX and CX Agents
• Design flows for NLU-driven interactions. Architect and implement complex Dialogflow CX agents and 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 the client 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.

Qualifications

• 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 preferred with LLMs, Gemini, and Vertex AI.
• 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
• Experience with designing for Medicare-aged customers and/or healthcare services is a plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.