About the role

Role overview

The Senior Conversational Designer will own the end-to-end customer experience across Humana’s conversational interfaces. You will discover and define opportunities, design solutions using customer insights, and advocate for users—especially in healthcare-related interactions.

You will partner on strategy and design systems, and hands-on lead migration and innovation of conversational experiences in Google Cloud (Dialogflow CX).

Responsibilities

Support the migration from Nuance to Google Dialogflow CX
Design flows for NLU-driven interactions
Architect and implement complex Dialogflow CX agents
Define reusable components and libraries across conversational experiences
Identify opportunities for innovative conversational applications to help users with healthcare plans (plan servicing, care support, and new ventures)
Collaborate across Humana to explore “art-of-the-possible” opportunities in conversational AI
Perform linguistic analysis of user interactions across interfaces (e.g., IVR, chatbots)
Use Python for language analysis and support dashboarding improvements for current systems
Review existing conversational systems to find gaps, pain points, and UX opportunities
Work with design ops/XD leadership to define and maintain the toolset for designing, testing, iterating, and monitoring dialogue
Help define OKRs and KPIs for the conversational track and initiatives

Required qualifications

Bachelor’s degree or higher
5+ years of relevant work experience in design strategy and product design
Proven ability to create accessible, scalable, engaging digital experiences specifically for IVR/voice
Proven experience with Google Dialogflow CX / conversational agents plus AWS Lex/Connect and Genesys Cloud
Experience developing a design system from scratch with development teams, including documentation and digital interface design best practices
Strong communication skills and ability to thrive in multi-disciplinary teams as a conversational design subject matter expert

Preferred qualifications

Experience with LLMs, Gemini, and Vertex AI
Experience designing for Medicare-aged customers and/or healthcare services

Travel

Remote role, with occasional travel to Humana offices for training or meetings.

About Humana

Humana is a healthcare company that provides services related to health plans and care support. The role focuses on designing and improving customer experiences across Humana’s conversational AI and voice interfaces, leveraging insights and partnering with product, engineering, data, and operations.

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