Senior Designer, Conversational AI - Remote

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 equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

As a Sr. Conversation Designer (CxD) within the Consumer Product Office at UHC, you will be the primary design expert for your product and engineering partners, developing conversational experiences that anticipate consumer needs and elevate their engagement.Your work will impact the people we serve and ensure our bot designs meet accessibility, health literacy and conversational design best practices. In this role, you will represent our conversational discipline and contribute to the evolution of CxD with conversational AI.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Design innovative, consumer-centric conversational interfaces for voice interactions and chatbots, including multi-modal user experiences that support digital adoption, reduce unnecessary calls, and anticipate consumer needs
• Act as bot design subject matter expert for product and engineering teams, represent the design process, and serve as a key resource on complex or critical issues
• Analyze transcripts of user interactions to create consumer-centric conversational experiences and interaction models
• Create and refine thorough, accurate flow diagrams and conversational prompts to communicate the behavior of a complete conversational system, including what can go wrong, and how
• Collaborate with engineering, product, architecture, legal, UI/UX, and accessibility partners to understand dependencies and determine solutions to build and iterate on your designs
• Contribute to improving CxD best practices and processes as part of UHC Design team
• Ensure designs and copy align to the strategy and stay consistent with best practices and brand guidelines
• Plan and lead design reviews, showcases, and other meetings to align and communicate information
• Review work performed by others and provide recommendations for improvement
• Motivate and inspire other team members

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.

Required Qualifications:

• 4+ years of hands-on experience in conversation design OR working with a writing discipline or digital product team
• Working knowledge of Conversational AI, prompt design, and defining user intents
• Proven ability to distill consumer insights and anticipate consumer needs
• Proven to be adept at crafting conversations and logic that align to the strategy while following voice, tone, and brand standards
• Proven excellent communication and collaboration skills with stakeholders and leaders
• Proven record of displaying ownership and urgency through problem solving and decision-making skills

Preferred Qualifications:

• 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
• Experience developing interaction models using tools such as Amazon Lex or other similar conversational AI platforms
• Experience with Agile/Scrum methodologies
• Working knowledge of Figma, Office Suite, and Aha! (or comparable design programs)
• Ability to take ownership of design execution by creating compelling UI/UX designs for various features and experiences
• Curious business mind, with a willingness to consider new approaches and ideas

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.