Senior Conversational or CX AI Designer

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. 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.
Primary 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
• Your work will directly impact the members we serve by delivering AI-powered designs that meet the highest standards of accessibility, health literacy and conversational design best practices.
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 7+ years of hands-on experience designing highly complex chat and voice conversational experiences
• 1+ years hands-on experience designing innovative conversational AI solutions
• Proven knowledge of LLMs, bot platforms and prompt engineering best practices
• 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
• Digital portfolio or work samples of relevant AI/conversational projects

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.