AI Conversation Experience Designer (CXD)

Company :

Highmark Health

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), L inguistics, 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-s…