Assist with 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 for use across our experiences
Identify opportunities for innovative conversational applications that can help users interact with their healthcare plans across plan servicing, care support, and new ventures
Collaborate with leaders across Humana to explore art-of-the-possible areas of opportunity that will help us become a leader in conversational AI
Support linguistic analysis of user interactions with all conversational interfaces, IVR, chatbots, etc.
Familiarity with language analysis tools using Python
Dashboarding Improvement to current systems
User research
Review current conversational systems to identify gaps, pain points and potential for improvement to the overall user experience
Work closely with design ops and XD leadership to define and maintain the right toolset to effectively design, test, iterate on, and monitor interactions and dialogue
Help define objectives and key results (OKRs), and key performance indicators (KPIs) for the conversational track and individual initiatives

Bachelor's Degree or higher with 5+ years of relevant work experience in design strategy and product design
Proven track record of creating accessible, scalable, and engaging digital user experiences specifically for IVR and voice
Proven experience with Google Dialogflow CX/Conversational Agents, AWS Lex/Connect, and Genesys Cloud
Experience developing a design system from the ground up in partnership with development teams, leveraging best practices for digital interface design and documentation
High self-motivation, excellent communication skills, and the ability to thrive in multi-disciplinary teams that will rely on you as the experience design subject matter expert

medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
short-term and long-term disability
life insurance and many other opportunities

Senior Conversational Designer

Key skills