BlueCross BlueShield of Tennessee · 15 hours ago
Sr. Conversational Designer
United States
Full-time
Remote
Mid, Senior Level
3+ years expBlueCross BlueShield of Tennessee is hiring a Senior Conversational Designer to craft scalable conversational journeys for the 3.4 million members and communities they serve. In this fully-remote role, you will combine UX design, linguistics, and AI awareness to create intuitive, effective, and human-centered experiences across digital and voice channels.
Health CareMedical
No H1B
Responsibilities
Design and deliver conversational experiences for AI assistants across chat, web, mobile, and voice channels
Develop dialog flows, conversation maps, and content models for natural, context-aware interactions
Write and refine prompts, responses, and error-handling language aligned with brand tone and clarity
Collaborate with cross-functional teams (Product, Engineering, SMEs) to translate business needs into user-centered journeys
Partner with NLU/NLP teams to define and optimize intents, entities, and fallback strategies
Conduct usability reviews and analyze interaction data to identify friction points and improve performance
Ensure compliance with governance, privacy, accessibility, and brand standards
Document reusable patterns, style guidelines, and best practices for consistency and scalability
Qualification
Required
Bachelor's Degree in UX Design, Human-Computer Interaction, Linguistics, Communications, Cognitive Science, or equivalent experience. Equivalent experience is defined as 4 years of professional work experience in a corporate environment
3+ years designing conversational experiences for chatbots, virtual assistants, or voice/telephony applications
Experience collaborating in Agile or cross-functional product teams
Experience with conversational AI platforms such as Kore.ai, Cognigy, Google (Dialogflow/Vertex AI), or similar ecosystems
Strong writing skills for concise, natural-sounding dialog across text and voice channels
Knowledge of conversational UX principles, dialog architecture, and AI-driven interaction models
Familiarity with NLU training concepts including intents, entities, utterances, annotation strategies
Ability to analyze conversation data and make data-driven design recommendations
Proficiency in Microsoft 365 and collaboration tools such as Figma, Miro, or Lucidchart
Excellent oral and written communication skills
Strong interpersonal and organizational skills with the ability to manage multiple initiatives
Company
BlueCross BlueShield of Tennessee
As Tennessee's largest health plan, we've been helping Tennesseans find their own unique paths to good health for more than 70 years.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Casey Dungan
President and Chief Executive Officer - BlueCare
Melissa Scissom
COO, Cover Tenn
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