Conversational Design Lead

Humana

2d • Remote

About The Position

Become a part of our caring community and help us put health first The Conversational Design Lead will be responsible for the end-to-end customer experience across our voice channel (IVR). We’re looking for someone who can discover and define opportunities but also design solutions that leverage customer insight and advocate for our customers. This person will set the strategy, design systems, and hands‑on lead the migration and innovation of our IVR to Google Cloud (Dialogflow CX)—in partnership with product, engineering, data, and operations. If you are passionate about healthcare, design, and making an impact, we welcome you to apply!

Requirements

• Bachelor's Degree or higher with 8+ 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
• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Nice To Haves

• Experience with LLMs, Gemini, and Vertex AI
• Experience with designing for Medicare aged customers and/or healthcare services

Responsibilities

• Lead the migration and innovation 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, 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, and monitor interactions and dialogue
• Help define objectives and key results (OKRs), and key performance indicators (KPIs) for the conversational track and individual initiatives
• Use your skills to make an impact

Benefits

• Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being.
• Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work.
• Among our benefits, Humana provides 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level