Senior AI Conversation Experience Designer (CXD)

Highmark Health is seeking a Senior AI Conversation Experience Designer to lead the design and delivery of natural language interactions for members and providers. This role involves architecting hybrid systems that blend traditional NLU with Generative AI/LLMs, ensuring dynamic, personalized, and clinically safe experiences. You will also refine design standards and mentor other designers.

• Lead design and delivery of complex natural language interactions
• Architect hybrid systems blending NLU and Generative AI/LLMs
• Design multi-modal experiences for chat and voice agents
• Refine team-wide design standards and mentor junior designers
• Ensure interactions are dynamic, personalized, and clinically safe
• Partner with product, engineering, and stakeholders on conversational frameworks