Conversation Designer Manager

Job DescriptionCVS Health is looking for a strong individual contributor to help us further our mission of creating the most consumer-centric health company to drive long-term sustainable growth. This individual is a thought leader and design visionary that will lead UX efforts for the AI enabled contact center at the enterprise level. As the conversation designer you will provide leadership of the user (member, provider and colleague) experience for our Cognitive AI enabled portfolio of products, including voice bots, chat bots and smarter tools for customer service colleagues across the Enterprise.You will collaborate with stakeholders and business unit leaders to broaden the understanding or skillsets in the organization for how AI-enabled experiences are designed and continuously optimized. As a designer, visionary and systems level design thinker, you will provide leadership to to our business partners and direction for the IA program portfolio. You will be a very hands on designer with creative concepts that support the overall customer experience strategy and our AI portfolio of products. Implement the strategy for conversation design delivery across business unit contact center operations modernization initiatives in support of the overall CX strategy Use best practices, frameworks and processes to deliver best in class customer experiences for all conversation AI products. Lead engagement with business stakeholders to frame problems, prioritize and scope design efforts, receive and respond to design feedback with the eliminate goal of delivering a superior user experience via our AI products. Gather requirements, dialogue flows and write content for voice interfaces leverage AI technology to deliver virtual assistant capabilities Lead design sprints, UX requirements definition sessions and design thinking workshops and accurately scope UX research and design work Guide effective documentation and communication design - via wireframes, mockups, prototypes, written requirements and usability documentation Drive research designed to deliver actionable insights that will improve our customer experience, through the development and facilitation of A/B testing, data analytics, research, product reviews, user feedback, etc.. Demonstrate a strong understanding of Agile development and methodologies and can troubleshoot the challenges of integrating UX into an Agile modelPay RangeThe typical pay range for this role is:Minimum: 90,000Maximum: 180,000Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications 2+ years of experience designing multi-channel customer-centered experiences 2+ years of experience in conversational design in or around contact centers and/or enterprise virtual assistantsPreferred Qualifications Experience with agile methodology Experience with Miro, LucidChart, Visio dialogue flow development. Healthcare experience a plus Prior design experience from a leading brand recognized by customers for experience Strong research and analysis background, including user interviews, focus groups, ethnographic observation, concept validation, usability testing, and post-launch analysis Demonstrated understanding of how data and technology enable customer experience and human centered design Prior experience with AI, chat/voice bots is a bonus Highly effective communicator with technical expertise Demonstrable experience designing and/or deploying: o Conversational AI flows for enterprise contact centers o Chatbot conversational flows for virtual assistants o Voice and/or text-based conversational flow for virtual assistants Excellent relationship-building skills and proven ability to work collaboratively through various lines of business and functional areas, promoting a culture of proactive teamwork Outstanding communication/presentation skills (verbal and written). Should have a high degree of comfort speaking with internal stakeholders Analytical mindset with proven experience using data and data-driven insights to support decisions and ability to represent them visually to all levels of an organizationEducationBachelor's Degree in business, technology or design program or direct and applicable work experienceBusiness OverviewBring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Created: 2025-11-15