Senior Designer, Conversational AI - Remote

UnitedHealth Group•Minnetonka, MN

1d•Remote

About The Position

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together. As a Senior Conversational AI Designer, you will serve as the primary design expert collaborating with product and engineering teams to craft exceptional conversational experiences. You'll leverage your expertise to anticipate customer needs and intents while proactively developing intuitive dialogue strategies that feel natural and seamless. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

4+ years of hands-on experience designing highly complex chat and voice conversational experiences
1+ years of hands-on experience designing innovative conversational AI solutions
Proven knowledge of LLMs, bot platforms and prompt engineering best practices
Digital portfolio or work samples of relevant AI/conversational projects
Proven adept at crafting conversations and logic that align to the strategy while following voice, tone and brand standards
Demonstrated ability to partner with engineering, product and business stakeholders to translate insights into conversational solutions
Proven record of displaying ownership through problem solving and decision-making skills

Nice To Haves

Experience contributing to scalable frameworks and conversational design patterns
Experience creating, iterating and tuning AI personas
Experience working in a clinical, healthcare or health insurance setting
Experience or working knowledge of writing for accessibility, health literacy and/or plain language guidelines
Knowledge of ethical AI standards including bias, fairness and transparency
Working knowledge of Figma (or comparable design programs)

Responsibilities

Dialogue Design Excellence: Create conversational flows that anticipate user goals, craft multi-turn interactions handling various user intents and edge cases and develop responses that feel human, clear and aligned with brand voice
AI Prompt Engineering: Craft, test and iterate prompts that elicit high-quality responses from LLMs across diverse use cases, influencing system instructions with precise engineering requirements to guide AI behavior in context-aware, multi-turn interactions
Responsive Interaction Design: Develop error handling and recovery strategies that gracefully manage AI misunderstandings while maintaining user trust and experience quality
Multimodal Experience Integration: Design seamless experiences that thoughtfully integrate voice, visual and text elements to enhance user engagement and support solutions
Analytics-Driven Optimization: Utilize conversation data to identify enhancement opportunities, refine flows and measurably improve business metrics
Cross-Functional Leadership: Act as design subject matter expert for product and engineering teams to ensure cohesive implementation of user experiences
NLU Curation: Partner with engineering teams on interaction modeling and NLU curation to define and enhance model performance
Ethical & Inclusive Design: Ensure conversations are accessible to diverse audiences while addressing privacy concerns, minimizing bias and maintaining transparency in AI interactions