Specialist, User Experience; Conversational Design

Overview

If you're passionate about helping a Fortune 100 company with nearly $70 billion in annual sales drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers, then Nationwide is the place for you! At Nationwide®, on your side goes beyond just words. Our customers are at the center of everything we do and we're looking for associates who are passionate about delivering extraordinary care.

We’re seeking a detail‑oriented and customer‑focused UX Conversational AI Designer to help improve and expand our conversational AI experiences. As a contributor to the UX Conversational AI Team, you’ll be responsible for chatbot dialogue, designing conversation flows, and refining existing interactions based on user behavior and feedback.

The ideal candidate has a strong multi-disciplinary UX background, conversation design and an interest in turning data and research into well‑crafted conversational interactions.

• Design Conversation Flows: Create and maintain intuitive, user‑centered conversational interactions.
• Writing dialogue and prompts: Draft clear, concise, and helpful bot responses that reflect the brand voice. Create prompts to guide, inform and provide guardrails for AI interactions. Structure data for retrieval‑augmented generation scenarios.
• Analyze User Input & Chat Transcripts: Review conversation transcripts and user utterances to identify pain points, misclassifications, and opportunities for improvement.
• Identify Content Opportunities: Surface gaps in coverage and recommend new intents, knowledge bases, responses, or flows to improve bot accuracy and usefulness.
• Conduct Competitive Research: Support research efforts by analyzing other conversational AI experiences and industry best practices to identify improvement opportunities.

• 3 or more years of experience in UX, conversation design or a related field.
• Excellent writing, editing, and communication skills.
• Experience working across diverse AI and conversational AI paradigms, from rules‑ and intent‑based systems to generative and LLM‑powered conversational experiences.
• Comfort working with bot logs, user utterance data, or transcripts to analyze bot performance.
• Customer driven, detail‑oriented, collaborative, and eager to iterate based on feedback and data.

This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.

Reports to Manager/Director. This is an individual contributor role.

• Education: Undergraduate studies in UX, human‑computer interaction, psychology, graphic design, information science, communications or related field preferred.
• Experience: Typically, three or more years professionally practicing some aspect of human‑centered design.
• Knowledge, Abilities and
  
  Skills:
  
  Good verbal and written communication skills. Comfortable explaining design rationale to other parts of the business. Basic understanding of UX principles and the human‑centered design process. Able to leverage data to make informed design decisions. Ability to partner with multiple partner groups and tell compelling narratives. Owns work with some manager oversight. Independently and proactively seeks out answers as needed.
  
  Proven ability to analyze qualitative and quantitative information and external factors that may influence or have an impact on the company, the customers, distribution systems, operations and strategy.
• Works with development team to resolve technically complex issues requiring alignment across multiple business partners and subject areas.
• Proven ability to set work priorities that conform with established objectives, time frames and accomplish a task in the most effective manner.
• Understands and makes progress toward the company’s consumer performance indicator (CPI) and key performance indicator (KPI) goals.

Regularly and consistently demonstrates Nationwide Values.

Overtime Eligibility:
Not Eligible (Exempt)

Working Conditions:

Normal Office Environment. Extended work hours may be…