Senior Conversational Designer

BlueCross BlueShield of Tennessee is hiring a Senior Conversational Designer to craft scalable conversational journeys for the 3.4.million members and communities we serve. In this fully-remote role, you’ll combine UX design, linguistics and AI awareness to create intuitive, effective, and human-centered experiences across digital and voice channels.

Our ideal candidates will adeptly balance our mission – peace of mind through better health, as well as our purpose of keeping care as affordable as possible for the customers and members we serve. To join us means you’ll be surrounded by a team that truly believes we can make a positive impact on the complex healthcare industry through this work.

We’d be excited to hear about your experiences with prompt engineering, UX writing and/or analysis and evaluation of agentic AI.

Notes:

• Sponsorship is not available for this role.

• Travel to our Chattanooga, Tennessee headquarters will be required for final interview(s).

Job 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.

Job Qualifications

Education

• 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.

Experience

• 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.

Skills / Certifications

• 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.

Number of Openings Available

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BCBST will recruit, hire, train and promote individuals in all job classifications without regard to race, religion, color, age, sex, national origin, citizenship, pregnancy, veteran status, sexual orientation, physical or mental disability, gender identity, or any other characteristic protected by applicable law.

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BCBST's EEO Policies/Notices

BlueCross BlueShield of Tennessee is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at BlueCross BlueShield of Tennessee via-email, the Internet or any other method without a valid, written Direct Placement Agreement in place for this position from BlueCross BlueShield of Tennessee HR/Talent Acquisition will not be considered. No fee will be paid in the event the applicant is hired by BlueCross BlueShield of Tennessee as a result of the referral or through other means.