Senior AI Conversation Experience Designer (CXD)

Company :

Highmark Health

Job Description : 

JOB SUMMARY

This job will lead the design and end-to-end delivery of complex natural language interactions for our members and healthcare providers. In this role, the individual) will apply advanced conversational problem-solving to define sophisticated multi-modal experiences across our family of chat and voice agents, as well as emerging generative products.

The individual will architect hybrid systems that effectively blend traditional Natural Language Understanding (NLU) with advanced Generative AI/Large Language Models (LLMs) to ensure interactions are dynamic, personalized, and clinically safe. The individual will not only execute high-impact designs but also refine team-wide design standards and actively mentor other designers on the team.

ESSENTIAL RESPONSIBILITIES

• Strategic Conversation Design and Governance

  • Partner with product, engineering, and key stakeholders to address complex healthcare needs using empathetic, human-centered conversational frameworks.

  • Oversee the end-to-end design direction for multi-platform chat and voice experiences, ensuring frameworks are scalable and modular.

  • Establish, expand, and govern conversation design standards, component systems, and best practices to ensure a unified experience aligned with Highmark CXD Principles.

  • Act as an evangelist for advanced conversation design standards across all product teams, influencing organizational roadmaps toward innovative conversational UX.

• Prompt Design & Behavioral Modeling

  • Design complex, hybrid conversational systems that effectively combine deterministic, rule-based NLU models with dynamic, probabilistic generative LLM workflows and agentic frameworks.

  • Direct the creation and optimization of prompt templates, instruction sets, and system personas to guarantee brand-aligned, contextually accurate generative outputs.

  • Collaborate deeply with data science and engineering infrastructure teams to guide intent classification strategies, token management, and context window optimizations.

  • Define robust fallback methodologies, guardrails against hallucinations, and strict data privacy safeguards to protect Protected Health Information (PHI).

• Continuous Optimization and Leadership

  • Establish key performance indicators (KPIs) and utilize metrics like semantic drift, sentiment analysis, and dynamic containment rates to drive continuous integration pipelines.

  • Mentor and guide mid-level and junior conversation designers, elevating the craft and capabilities of the broader team.

• 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

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Preferred

•  Advanced degree in Generative AI, Conversation Experience Design, or AI Engineering

EXPERIENCE

Required

• 5 years of professional experience as a Conversation Designer, VUI Designer, or closely related AI UX role, with a proven history of launching complex, enterprise-grade production chat or voice experiences.

• A portfolio demonstrating advanced, end-to-end conversation design artifacts, complex system architecture maps, logic trees, NLU intent structures, and production-level prompt engineering workflows.

• Deep, hands-on experience balancing traditional NLU platforms (e.g., Dialogflow CX, AWS Lex, Cognigy) with production-level Generative AI applications.

Preferred

• Subject matter expertise in highly regulated industries (healthcare, insurance, or finance) with a strong understanding of data privacy regulations (HIPAA, PHI safeguards).

LICENSES or CERTIFICATIONS
Required

• None

Preferred

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

SKILLS

• Strong understanding of Retrieval-Augmented Generation (RAG), context window, prompt chaining, token management, and agentic frameworks.

• Advanced skills in conversational prototyping software (e.g., Voiceflow or Figma) alongside the ability to define tooling requirements for the wider design team.

• Knowledge of backend API data integrations, webhooks, SSO, and the techni