Senior AI Conversation Experience Designer (CXD)

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 technical constraints of the modern conversational tech stack.

• Proven ability to leverage conversational analytics tools (e.g., Dashbot, Chatbase) to read transcripts, conduct linguistic efficiency and conversational auditing processes, and optimize live bot performance.

• Highly organized self-starter capable of driving large cross-functional initiatives autonomously within an Agile environment.

• Solid facilitation skills and understanding of design thinking and human-centered design (HCD) exercises for team and leadership audiences.

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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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