Principal Researcher, Conversational AI & Channels

Role Description

Humana is seeking a Principal UX Researcher to lead research strategy for conversational experiences across voice (IVR), chat, and digital channels. You will operate within an omnichannel conversational ecosystem, partnering closely with product, engineering, CX, and contact center teams to inform strategy, platform evolution, and experience design across voice and digital channels. This role focuses on complex, system-level problems, including AI-driven interactions, cross-channel journeys, and automation strategies, as well as the performance and optimization of conversational systems at scale.

• Define and lead research strategy for conversational experiences across channels (IVR, chat, mobile, web)
• Scope and conduct research across ambiguous and complex problem spaces related to:
  • conversational AI behavior
  • automation opportunities
  • cross-channel experience breakdowns
  • channel-appropriate conversational strategies
• Partner with product, UX, and engineering to inform:
  • conversational design decisions
  • platform capabilities (e.g., Dialogflow, Lex, Genesys)
  • AI-powered experience strategies
  • conversational architecture, including shared services and reusable components across channels
• Analyze conversational data (e.g., transcripts, logs, metrics) to identify patterns, pain points, and opportunities
• Define and track success metrics such as:
  • containment
  • task completion
  • intent accuracy
  • customer satisfaction
  • call deflection, session completion, and authentication success
• Use data and experimentation to continuously optimize conversational performance across voice and digital experiences
• Translate research findings into clear, actionable recommendations that influence product direction and business outcomes
• Establish frameworks, best practices, and repeatable approaches for conversational UX research
• Help define KPIs and evaluation models that connect user experience to operational and business outcomes

Qualifications

• 10+ years of research experience, including work on complex or system-level problems
• Experience researching conversational or AI-driven systems (e.g., IVR, chatbots, virtual assistants)
• Familiarity with language analysis tools using Python (NLTK, SpaCy)
• Understanding of conversational concepts such as:
  • NLU, NLP and Generative AI
• Strong understanding of IVR call flows, digital messaging experiences, and how conversational systems operate across channels
• Experience working with or evaluating AI/LLM-driven experiences
• Familiarity with LLM-powered conversational systems, including prompt behavior, guardrails, and fallback strategies
• Ability to work with qualitative and quantitative data, including behavioral data or transcripts
• Strong communication skills and ability to influence cross-functional teams
• Demonstrated ability to drive measurable improvements tied to KPIs or OKRs

Requirements

• A portfolio or case studies demonstrating:
  • how you approached complex or ambiguous research problems
  • how your research influenced product or strategy decisions
  • examples of work related to conversational systems, AI, or multi-channel experiences (if applicable)
• We are particularly interested in:
  • how you define problems in emerging spaces
  • how you evaluate system behavior (not just UI)
  • how your work improved outcomes (e.g., reduced friction, improved task success, increased automation effectiveness)
  • how your work informed system-level decisions such as automation strategy, channel routing, or AI vs human interaction design

Benefits

• Competitive benefits that support whole-person well-being
• Medical, dental and vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• Short-term and long-term disability
• Life insurance
• Many other opportunities

Company Description

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it.