AI Conversation Experience Designer (CXD)

Company :

Job Description : 

JOB SUMMARY

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

ESSENTIAL RESPONSIBILITIES

• Core Conversation Design and Strategy

  • Collaborate with cross-functional teams to address complex healthcare needs for the members and providers we serve 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, while 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 that effectively blend deterministic, rule-based NLU models with dynamic, generative LLM and agent-driven experiences.

  • Write and refine prompt templates, instruction sets, and system personas to guarantee accurate, helpful, and brand-aligned generative outputs.

  • Partner with engineering and data teams to improve intent classification accuracy and ensure customers are seamlessly routed 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 out actionable insights that drive ongoing improvements.

• Other duties as assigned or requested.

EDUCATION
Required

• 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 bachelor's degree

Preferred

• Coursework in Generative AI UX, Prompt Design, Conversation Experience Design, or AI Training.

EXPERIENCE

Required

• 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.

• 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
Required

• None

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.

Language (Other than English):

• None

Travel Requirement:

• 0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

• Office-based

Physical work site required

• No

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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