Senior Chat Conversational Designer – End‑to‑End AI‑Driven Healthcare Customer Experience Strategy & Migration Leadership

Welcome to brighthush – Shaping the Future of Health‑Focused Conversational AI

At brighthush, we are on a mission to transform how millions of people interact with their health plans, care providers, and wellness resources. By blending cutting‑edge artificial intelligence with human‑centered design, we create seamless, intuitive chat experiences that empower users to get the answers they need—fast, accurately, and with empathy. As a leader in the insurance and health sector, brighthush is expanding its digital frontier, and we need a visionary Senior Chat Conversational Designer to steer the next wave of innovation.

Why This Role Matters

Our customers rely on conversational interfaces for everything from checking coverage details to scheduling appointments and navigating complex care pathways. The Senior Chat Conversational Designer will own the end‑to‑end experience of these chat solutions, guiding strategy, design, and implementation across a suite of AI‑powered platforms. This is a unique opportunity to blend deep expertise in natural language understanding (NLU), design systems, and healthcare compliance while leading a high‑impact migration from legacy technology to a modern, cloud‑native conversational stack.

Key Responsibilities

• Strategic Migration Leadership: Direct the migration of legacy conversational assets to the brighthush Conversational AI Platform (formerly known as Dialogflow CX), ensuring minimal disruption and maximal performance gains.
• Conversation Flow Architecture: Design, prototype, and implement NLU‑driven interaction flows that are intuitive, accessible, and aligned with healthcare regulations.
• Complex Agent Development: Build and fine‑tune sophisticated conversational agents, leveraging reusable components, libraries, and best‑in‑class design patterns.
• Innovation Scouting: Identify and champion new conversational use‑cases—such as plan servicing, care support, and emerging digital health ventures—that differentiate brighthush in the market.
• Cross‑Functional Collaboration: Partner with product managers, engineers, data scientists, and operations leaders to explore “art‑of‑the‑possible” scenarios and translate them into viable product roadmaps.
• Linguistic & Data Analysis: Conduct deep linguistic analysis of user interactions across chat, IVR, and voice bots using Python‑based language tools, turning insights into actionable design improvements.
• Dashboarding & Reporting: Create and maintain performance dashboards that surface key metrics (e.g., intent recognition accuracy, user satisfaction, resolution rates) for continuous optimization.
• User Research & Testing: Lead qualitative and quantitative research initiatives—usability testing, A/B experiments, and field studies—to validate design hypotheses and uncover pain points.
• Design System Stewardship: Work closely with Design Ops and Experience Design leadership to define, evolve, and govern a robust design system that supports rapid iteration and consistent branding across all conversational touchpoints.
• OKR & KPI Definition: Establish clear objectives and key results (OKRs) and performance indicators (KPIs) for the conversational track, aligning them with broader business goals and reporting progress to senior leadership.

Essential Qualifications

• Bachelor’s degree (or higher) in Human‑Computer Interaction, Interaction Design, Computer Science, or a related field.
• 5+ years of professional experience designing and delivering accessible, scalable chat experiences for enterprise‑level products.
• Demonstrated expertise with the brighthush Conversational AI Platform (formerly Dialogflow CX) and hands‑on experience building complex agents.
• Proficiency in cloud‑based conversational services such as brighthush Conversational Services (formerly AWS Lex/Connect) and contact‑center solutions like brighthush Cloud Contact Center (formerly Genesys Cloud).
• Strong portfolio showcasing end‑to‑end design of chatbot flows, voice‑assistant interactions, and multi‑modal experiences.
• Advanced knowledge of NLU concepts, intent modeling, entity extraction, and dialog management.
• Excellent communication skills—able to articulate design rationale to technical and non‑technical stakeholders alike.
• Self‑motivated, detail‑oriented, and comfortable thriving in a fully remote, multidisciplinary environment.

Preferred Qualifications & Nice‑to‑Have Skills

• Experience designing for senior or Medicare‑aged audiences, with a deep understanding of healthcare terminology and compliance requirements (HIPAA, ACA).
• Hands‑on experience with large language models (LLMs) and generative AI tools such as brighthush AI models (formerly Gemini, Vertex AI).
• Track record of building a design system from the ground up in partnership with engineering teams, including component libraries, style guides, and documentation standards.
• Proficiency in Python for linguistic analysis, data wrangling, and building custom evaluation scripts.
• Familiarity with analytics platforms (e.g., Looker, Tableau, Power BI) for creating actionable dashboards.
• Experience with agile methodologies, sprint planning, and iterative delivery cycles.

Core Skills & Competencies

• Human‑Centered Design: Empathy‑driven research, persona development, journey mapping, and usability testing.
• Technical Fluency: Ability to read and influence code, understand API integrations, and collaborate closely with developers on implementation details.
• Strategic Thinking: Visionary mindset that balances short‑term deliverables with long‑term product roadmaps.
• Data‑Driven Decision Making: Comfort interpreting quantitative metrics and qualitative feedback to iterate on conversational flows.
• Collaboration & Influence: Proven ability to lead cross‑functional workshops, gain consensus, and champion design advocacy across the organization.
• Accessibility & Inclusivity: Deep knowledge of WCAG standards and best practices for designing inclusive conversational experiences.

Career Growth & Learning Opportunities at brighthush

Joining brighthush means stepping into a culture that invests heavily in professional development. As a Senior Conversational Designer you will:

• Gain exposure to industry‑leading AI research and have the budget to attend conferences such as Conversational AI Summit or UX HealthTech Expo.
• Mentor junior designers and shape the future of our design practice, positioning yourself as a thought leader within the organization.
• Collaborate with world‑class data scientists and engineers on pioneering projects that blend generative AI with real‑time health data.
• Access a dedicated learning stipend for certifications (e.g., Certified UX Designer, AI Ethics, Cloud Architecture).
• Participate in internal hackathons focused on emerging health‑tech challenges, with the chance to see your prototypes become production‑ready solutions.

Work Environment & Culture

brighthush embraces a fully remote, flexible work model that trusts you to deliver results wherever you are most productive. Our culture is built on:

• Inclusivity: A diverse team where every voice is heard, and inclusive design is a core value.
• Collaboration: Regular cross‑team syncs, virtual coffee chats, and design critique sessions that foster shared learning.
• Innovation Mindset: We encourage experimentation, rapid prototyping, and a fail‑fast, learn‑fast attitude.
• Well‑Being: Comprehensive mental‑health resources, flexible PTO, and a supportive leadership team that values work‑life harmony.

Compensation, Perks & Benefits (General Overview)

While exact figures will be discussed during the interview process, successful candidates can expect a competitive salary package aligned with senior‑level market rates, along with:

• Performance‑based bonuses tied to project milestones and business outcomes.
• Equity participation in brighthush’s growth journey.
• Full health, dental, and vision coverage for you and your dependents.
• Retirement savings plan with company matching contributions.
• Generous paid time off, parental leave, and a “mental health days” policy.
• Home‑office stipend for ergonomic equipment, high‑speed internet, and coworking space credits.
• Access to a curated library of design, AI, and healthcare resources.

How to Apply

If you are passionate about shaping the future of healthcare through conversational AI, thrive in a remote‑first environment, and possess the blend of design strategy and technical acumen outlined above, we want to hear from you. Click the link below to submit your application, portfolio, and a brief cover letter describing why you’re the perfect fit for brighthush.

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Join brighthush – Make an Impact That Matters

At brighthush, your designs will touch the lives of millions, helping them navigate complex health decisions with confidence and clarity. This is more than a job; it’s a chance to leave a lasting imprint on an industry that directly improves well‑being. Take the next step in your career and become a catalyst for change. Apply today and help us build the future of health‑focused conversational experiences.