Senior Conversational AI Designer, Scheduling & Execution

Job description

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. Position Summary 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. Role & Responsibilities 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. Required Qualifications 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 Methodologies: Hands-on experience across the full design-to-production testing lifecycle—from early qualitative validation (table read-throughs, voice prototyping, Wizard of Oz testing) to defining "what good looks like" in production (evaluating tone, persona, empathy, and task success). Proven ability to partner with engineering to convert design scenarios and edge cases into automated capability and regression testing frameworks. Portfolio: A strong portfolio demonstrating your conversational design process, including sample flows, dialog scripts, system personas, error-handling logic, prototyping methods, and tangible business or user outcomes. Preferred Qualifications Technical NLU Concepts: Foundational understanding of technical NLU design concepts (e.g., intents, entities, slot-filling, context mapping, and confidence scores). Voice Standards: Working knowledge of Voice User Interface (VUI) standards, including Speech Synthesis Markup Language (SSML) tags for controlling voice pacing/inflection, and managing system latency or barge-in. Domain Knowledge: Experience in healthcare, clinical workflows, or logistics/scheduling platforms. Tooling: Proficiency in Figma (or similar) for flow mapping, along with familiarity with modern dialog-building or testing tools (for example, Voiceflow, Cognigy, Twilio Studio). Service Design: Strong background in service blueprinting and service design practices, with experience mapping complex, multi-touchpoint journeys for internal operational users and enterprise-scale systems. Education Bachelor’s or Master’s degree in Human-Computer Interaction (HCI), Linguistics, Communications, User Experience, Digital Design, or a related field, or equivalent experience. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $92,700.00 - $185,400.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments . We anticipate the application window for this opening will close on: 08/02/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.