Senior Conversational AI Designer, Scheduling & Execution

Senior Conversational AI Designer

We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

We are looking for a Senior Conversational AI Designer to lead interaction, flow, and content design across our automated and AI-driven communication channels at Signify, within the Scheduling and Execution (S&E) product area.

As a key strategic contributor and consultant, you will design the conversational interfaces that enable members to schedule visits and ensure seamless multi-channel communication (IVR, automated Voice, Chat, SMS). As we amplify our work with AI, you will help set the direction for conversational interfaces, natural language understanding (NLU), and generative AI, bringing our design, product, and engineering partners along in this transformation.

You will also help architect the transition of traditional legacy IVR and telephony workflows into modern, LLM-powered experiences.

• Lead the conversational design, flow-mapping, and narrative experience for the Scheduling and Execution space across Interactive Voice Response (IVR), automated Voice, Live/Bot Chat, and SMS.
• Translate complex enterprise workflows and user insights into highly intuitive, empathetic, and multi-channel conversational paths to enable seamless, supportive interactions.
• Build low-to-mid fidelity conversational prototypes using specialized tools (for example, Voiceflow, Twilio Studio, or interactive Figma components) to test turn-taking logic, voice barge-in, error handling, and system latency.
• Design and execute specialized conversational testing methodologies, such as tabletop roleplay read-throughs, usability testing of voice prototypes, and Wizard of Oz (WoZ) testing, to evaluate user comprehension, pacing, and tone.
• Conduct end-to-end user research and content strategy to define the voice, tone, and informational flow of conversational experiences, taking full ownership of your own research initiatives while actively driving content design quality across the entire product ecosystem.
• Collaborate closely with product management and engineering to design conversational guardrails and boundaries for LLM-driven agents - defining what the agent should decline, redirect, or escalate, and how tone and clarity hold up across open-ended (non-scripted) member replies.
• Define, refine, and govern voice, tone, and brand persona guidelines for conversational AI-based engagements in alignment with the Signify brand.
• Serve as a thought leader and strategic consultant on conversational design systems and AI patterns, offering guidelines and consulting services to other product verticals looking to adopt automated voice/text communication. Mentor product designers on conversational best practices to help upskill the broader design organization.
• Drive continuous optimization of conversational flows by analyzing performance metrics (fallback rates, containment rates, drop-off points, speech recognition errors, and call center transcript data).
• Advocate for conversational design best practices and emerging generative AI/LLM paradigms within product and tech roadmaps to protect the team's focus and quality of work.

• Experience:
  
  5-7 years of professional experience in UX, Interaction, or Product Design.
• Specialized
  
  Experience:
  
  3+ years of professional experience explicitly dedicated to Conversation Design (VUI, IVR, Chatbots, SMS, and Conversational AI).
• Generative AI and LLMs:
  Experience with emerging generative AI conversational patterns, prompt engineering, response guardrails, and LLM-driven interactions.
• Multi-channel Execution:
  Proven experience designing transactional conversational flows across multiple platforms (IVR, automated voice, SMS, and chat) from concept through implementation.
• Testing & Evaluation…