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), 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, Fi