[Hiring] Senior Conversational AI Designer @CVS Health

Role Description

We are looking for a Senior Conversational AI Designer to lead interaction, flow, and content design across our automated and AI-driven communication channels at Signify, within the Scheduling and Execution (S&E) product area.

• Lead the conversational design, flow-mapping, and narrative experience for the Scheduling and Execution space across Interactive Voice Response (IVR), automated Voice, Live/Bot Chat, and SMS.
• Translate complex enterprise workflows and user insights into highly intuitive, empathetic, and multi-channel conversational paths to enable seamless, supportive interactions.
• Build low-to-mid fidelity conversational prototypes using specialized tools (for example, Voiceflow, Twilio Studio, or interactive Figma components) to test turn-taking logic, voice barge-in, error handling, and system latency.
• Design and execute specialized conversational testing methodologies, such as tabletop roleplay read-throughs, usability testing of voice prototypes, and Wizard of Oz (WoZ) testing, to evaluate user comprehension, pacing, and tone.
• Conduct end-to-end user research and content strategy to define the voice, tone, and informational flow of conversational experiences, taking full ownership of your own research initiatives while actively driving content design quality across the entire product ecosystem.
• Collaborate closely with product management and engineering to design conversational guardrails and boundaries for LLM-driven agents - defining what the agent should decline, redirect, or escalate, and how tone and clarity hold up across open-ended (non-scripted) member replies.
• Define, refine, and govern voice, tone, and brand persona guidelines for conversational AI-based engagements in alignment with the Signify brand.
• Serve as a thought leader and strategic consultant on conversational design systems and AI patterns, offering guidelines and consulting services to other product verticals looking to adopt automated voice/text communication.
• Mentor product designers on conversational best practices to help upskill the broader design organization.
• Drive continuous optimization of conversational flows by analyzing performance metrics (fallback rates, containment rates, drop-off points, speech recognition errors, and call center transcript data).
• Advocate for conversational design best practices and emerging generative AI/LLM paradigms within product and tech roadmaps to protect the team’s focus and quality of work.

Qualifications

• 5-7 years of professional experience in UX, Interaction, or Product Design.
• 3+ years of professional experience explicitly dedicated to Conversation Design (VUI, IVR, Chatbots, SMS, and Conversational AI).
• Experience with emerging generative AI conversational patterns, prompt engineering, response guardrails, and LLM-driven interactions.
• Proven experience designing transactional conversational flows across multiple platforms (IVR, automated voice, SMS, and chat) from concept through implementation.
• Hands-on experience across the full design-to-production testing lifecycle—from early qualitative validation (table read-throughs, voice prototyping, Wizard of Oz testing) to defining "what good looks like" in production (evaluating tone, persona, empathy, and task success).
• A strong portfolio demonstrating your conversational design process, including sample flows, dialog scripts, system personas, error-handling logic, prototyping methods, and tangible business or user outcomes.

Requirements

• Foundational understanding of technical NLU design concepts (e.g., intents, entities, slot-filling, context mapping, and confidence scores).
• Working knowledge of Voice User Interface (VUI) standards, including Speech Synthesis Markup Language (SSML) tags for controlling voice pacing/inflection, and managing system latency or barge-in.
• Experience in healthcare, clinical workflows, or logistics/scheduling platforms.
• Proficiency in Figma (or similar) for flow mapping, along with familiarity with modern dialog-building or testing tools (for example, Voiceflow, Cognigy, Twilio Studio).
• Strong background in service blueprinting and service design practices, with experience mapping complex, multi-touchpoint journeys for internal operational users and enterprise-scale systems.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.