Senior UX/UI Designer, Conversational
Geico Insurance - Chicago, IL
posted 2 days ago
About the position
GEICO is looking for a passionate and talented Sr. Conversational Designer. This role will work on a variety of conversational platforms, designing experiences that serve customer needs across the enterprise and connect to different communication channels. The individual will work closely with product managers, engineers and other experienced designers from initial concept and strategy through the execution. Your background in conversational design will help guide the team in creating designs that are focused on natural interactions for customers. As part of the team, you'll be working with cutting edge technology to create best in class conversational and agentic experiences. Using LLM and conversational AI techniques, you'll work alongside team members across disciplines in building IVR, Chat, SMS, and next generation insurance platforms. Your work will help build foundational principles in this revolutionary space as we expand our conversational design use cases and integration.
Responsibilities
- Collaborate with engineering, product, and business teams to inform intuitive and engaging customer experiences
- Design conversational flows, wireframes, and mockups for new and existing interactions across a variety of channels (chatbots, IVR, voice)
- Advocate for the customer through human-centered research methodologies
- Create new guidelines, best practices and build a stronger foundation of conversational design principles
- Complete analysis of existing conversation paths to discover improvement opportunities in both conversation and expansion of AI or Machine Learning
- Champion prioritization of design centered product enhancements grounded in research and analysis
- Collaborate closely with Tech partners to leverage new machine learning, AI platforms, and NLP to build engaging cross channel conversational experiences
- Scope requests, develop and communicate a level of effort, plan work in a team environment, adjust quickly to changes or new information, and escalate when necessary.
Requirements
- 5+ years of experience in conversational design
Nice-to-haves
- Application of Natural Language Processing and Conversation Design principles used in successful creation of customer facing voice/chat experiences
- Expertise and background in analysis of conversational flows and surveys
- Experience designing for cross channel experiences
- Understanding of machine learning and AI interfaces
- Effective communication and storytelling skills
- Proficiency with design tools and conversation platforms, such as Figma, DialogFlow, Amazon Lex
- Experience in prompt engineering and working with LLM and RAG systems
- Familiarity with working in an established design system
- Understanding of content strategy and design principles
- UX research and testing background, interviewing end users
Benefits
- Premier Medical, Dental and Vision Insurance with no waiting period
- Paid Vacation, Sick and Parental Leave
- 401(k) Plan
- Tuition Assistance
- Paid Training and Licensures
