Senior UX/UI Designer, Conversational AI

GEICO seeks a Sr. Conversational Designer to shape customer interactions using AI technologies, collaborating with cross-functional teams in a hybrid role.

Responsibilities

• Design and optimize conversational flows, wireframes, and mockups across chatbots, IVR, voice assistants, and LLM-powered interfaces.
• Create effective prompts and interaction strategies for Generative AI systems.
• Collaborate with engineering, product, and business teams to deliver intuitive, AI-enhanced customer experiences.
• Apply human-centered research methodologies to advocate for customer needs and behaviors.
• Analyze existing conversation paths to identify opportunities for improvement and AI-driven expansion.
• Develop and maintain design guidelines and best practices for conversational and generative interfaces.
• Partner with technical teams to integrate NLP, TTS/STT, machine learning, and LLM capabilities into cross-channel experiences.
• Scope design requests, estimate effort, and adapt quickly to changing priorities in a fast-paced team environment.

Requirements

• 5+ years of experience in conversational design, including voice and chat interfaces.
• Proven application of NLP and conversation design principles in customer-facing experiences.
• Strong analytical skills in evaluating conversational flows and user feedback.
• Hands-on experience with prompt engineering, LLMs, and RAG systems (preferred).
• Familiarity with Generative AI platforms and their integration into customer journeys (preferred).
• Experience designing for cross-channel experiences (chat, voice, mobile, web) (preferred).
• Proficiency with tools such as Figma, Voiceflow, Amazon Lex, and other conversational platforms (preferred).
• Effective communication and storytelling skills to convey design rationale and user impact (preferred).
• Understanding of content strategy, design systems, and UX research methodologies (preferred).

Key Skills

• Conversational design
• NLP
• Prompt engineering
• LLMs
• RAG systems
• Generative AI platforms
• Cross-channel design
• Figma
• Voiceflow
• Amazon Lex
• Communication and storytelling
• Content strategy
• Design systems
• UX research methodologies

Benefits

• Great Company, Great Culture, Great Rewards and Great Careers.
• Personalized development programs, industry leading training, certification assistance, career mentorship and coaching.
• Inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset.
• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.