Conversational Design Lead

Become a part of our caring community and help us put health first
 The Conversational Design Lead will be responsible for the end-to-end customer experience across our voice channel (IVR). We’re looking for someone who can discover and define opportunities but also design solutions that leverage customer insight and advocate for our customers. This person will set the strategy, design systems, and hands‑on lead the migration and innovation of our IVR to Google Cloud (Dialogflow CX)—in partnership with product, engineering, data, and operations. If you are passionate about healthcare, design, and making an impact, we welcome you to apply!

Responsibilities

• Lead the migration and innovation to Google Dialogflow CX

• Design flows for NLU‑driven interactions - Architect and implement complex Dialogflow CX agents

• Define reusable components and libraries for use across our experiences

• Identify opportunities for innovative conversational applications that can help users interact with their healthcare plans across plan servicing, care support, and new ventures

• Collaborate with leaders across Humana to explore art-of-the-possible areas of opportunity that will help us become a leader in conversational AI.

• Support linguistic analysis of user interactions with all conversational interfaces, IVR, etc.

  • Familiarity with language analysis tools using Python

  • Dashboarding

  • Improvement to current systems

  • User research

• Review current conversational systems to identify gaps, pain points and potential for improvement to the overall user experience

• Work closely with design ops and XD leadership to define and maintain the right toolset to effectively design, test, iterate, and monitor interactions and dialogue

• Help define objectives and key results (OKRs), and key performance indicators (KPIs) for the conversational track and individual initiatives

Use your skills to make an impact
 

Required Qualifications

• Bachelor's Degree or higher with 8+ years of relevant work experience in design strategy and product design

• Proven track record of creating accessible, scalable, and engaging digital user experiences specifically for IVR and voice

• Proven experience with Google Dialogflow CX/Conversational Agents, AWS Lex/Connect, and Genesys Cloud

• Experience developing a design system from the ground up in partnership with development teams, leveraging best practices for digital interface design and documentation

• High self-motivation, excellent communication skills, and the ability to thrive in multi-disciplinary teams that will rely on you as the experience design subject matter expert

Preferred Qualifications

• Experience with LLMs, Gemini, and Vertex AI

• Experience with designing for Medicare aged customers and/or healthcare services

Work-At-Home Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

• Satellite, cellular and microwave connection can be used only if approved by leadership.

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$104,000 - $143,000 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 03-27-2026
About us
 Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.