Specialist, User Experience; Conversational Design

Position: Specialist, User Experience (Conversational Design)
Location: Ohio

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.

Key Responsibilities

* 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.

Qualifications:

* 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.

#LI-MS2

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

Job Description Summary

Do you shine in at least one core user experience (UX) competency? We have a passion for creating exceptional experiences that have a real impact on people's live and futures. If you understand the value UX provides in achieving strategic objectives and can articulate that value to cross-functional teams and business partners, we want to know more about you!

As a Specialist in the User Experience organization, in addition to expertise in one core strength (experience strategy, research, information architecture, interaction design, interface design, front-end development, content strategy or design operations), you'll need to demonstrate a thorough grasp of a couple others. It'll be important to have an understanding of the design process and ability to work in the ambiguous discovery phase of identifying the right problem to tackle and the details of delivering desirable products.

You'll also have opportunities to work on project teams to distill complex problems into clear solutions that exemplify standard methodologies and encourage others. You will need to be adept at articulating and defending design decisions in a way that can be understood.

Job Description

Key Responsibilities:

* Provides creative, technical and strategic input and results to project teams.

* Collaborates with partners, product managers, technologists, UX peers and others across the company on technical and creative direction.

* Advocates for empathetic human-centered design and helps mitigate risks by pursuing work based on insights and an understanding of our users.

* Problem solves, thinks big and explores divergent ideas while understanding how to converge and build iteratively towards the best solution for multiple platforms.

* Participates in idea-generating sessions and helps capture and evaluate ideas with respect to technical feasibility, business viability and human desirability.

* Able to think strategically and connect work to a larger picture.

* Perceive rapid advancements in technology and how customers expect to interact with our company.

May perform other responsibilities as assigned.

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

Typical Skills and Experiences:

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…