Senior Conversational Design & Voice/Chat AI Lead – Healthcare Customer Experience & AI Strategy at brighthush

About brighthush

brighthush is more than a technology company; it is a movement that is redefining how people experience health and wellness. By marrying cloud‑scale artificial intelligence with a human‑centric design philosophy, we empower individuals to navigate complex medical journeys with confidence, clarity, and ease. Our mission is to make every interaction—whether it’s enrolling in a plan, scheduling a telehealth visit, or accessing personalized wellness insights—feel natural, trustworthy, and deeply personalized.

Why This Role Matters

In the rapidly evolving landscape of digital health, conversational interfaces are becoming the primary touchpoint between patients, caregivers, and providers. As the Senior Conversational Design & Voice/Chat AI Lead, you will be the visionary behind every voice and chat experience that brighthush delivers. Your work will shape how millions of users interact with their health plans, access support, and discover new services. By leading the design of scalable, accessible, and engaging conversational flows, you will help brighthush maintain its position at the forefront of healthcare AI.

Key Responsibilities

• Lead the Migration to Google Dialogflow CX & CX Agents – Spearhead the transition from legacy Nuance systems to Google’s Dialogflow CX, ensuring a seamless, scalable, and secure deployment that supports high‑volume, multi‑language interactions.
• Design NLU‑Driven Interaction Flows – Architect complex, context‑aware dialogue trees that anticipate user intent, reduce friction, and drive high conversion rates across both voice and chat channels.
• Build Reusable Component Libraries – Create a robust set of design patterns, templates, and best‑practice guidelines that can be leveraged across all brighthush conversational experiences, accelerating time‑to‑market for new features.
• Identify Innovation Opportunities – Scout for emerging conversational AI trends, such as large language models, Gemini, Vertex AI, and voice biometrics, evaluating their applicability to enhance plan servicing, care support, and new venture initiatives.
• Collaborate Across Disciplines – Work closely with product managers, engineers, data scientists, and operations teams to align strategy, define objectives, and deliver measurable outcomes that drive business value.
• Conduct Linguistic Analysis & Dashboarding – Use Python‑based tools to analyze user interactions, surface insights, and build dashboards that track key metrics, informing continuous improvement and data‑driven design decisions.
• Drive User Research & Gap Analysis – Lead qualitative and quantitative studies to uncover pain points, validate design decisions, and iterate on prototypes, ensuring every conversation feels intuitive and supportive.
• Define OKRs & KPIs – Partner with leadership to set ambitious yet realistic goals for the conversational track, monitoring progress through data‑driven dashboards and adjusting strategies as needed.
• Champion Accessibility & Inclusivity – Ensure all voice and chat experiences meet WCAG 2.1 AA standards and are designed with Medicare‑aged and other diverse user groups in mind, fostering an inclusive digital health ecosystem.
• Mentor and Lead Design Teams – Provide guidance to junior designers, fostering a culture of continuous learning and high performance across the conversational design function.

Essential Qualifications

• Bachelor’s degree (or higher) in Design, Human‑Computer Interaction, Computer Science, or a related field.
• Minimum 5 years of professional experience in design strategy, product design, or UX design, with a strong focus on conversational interfaces.
• Proven track record of delivering accessible, scalable, and engaging IVR and voice experiences for complex domains such as healthcare, finance, or telecommunications.
• Hands‑on expertise with Google Dialogflow CX, AWS Lex/Connect, and Genesys Cloud, including experience with intent modeling, entity extraction, and fulfillment integration.
• Experience building design systems from the ground up, collaborating closely with engineering teams to ensure fidelity and consistency.
• Strong communication skills and the ability to influence cross‑functional stakeholders, translating business objectives into actionable design roadmaps.
• Self‑motivated, proactive, and comfortable working in a fast‑paced, fully remote environment with distributed teams.

Preferred Qualifications

• Experience with large language models (LLMs), Gemini, Vertex AI, or similar generative AI platforms in a production setting.
• Background in designing for Medicare‑aged customers or other healthcare services, with an understanding of the unique challenges and regulatory landscape.
• Familiarity with Python for linguistic analysis, data extraction, and dashboard creation.
• Knowledge of regulatory compliance in healthcare, such as HIPAA, GDPR, and the Health Information Technology for Economic and Clinical Health (HITECH) Act.
• Previous experience in a contract or consulting capacity within the healthcare technology space, demonstrating adaptability and a results‑oriented mindset.

Skills & Competencies

• Strategic Thinking – Ability to translate business objectives into actionable design roadmaps that align with long‑term product strategy.
• Technical Proficiency – Comfortable navigating cloud platforms, APIs, and scripting languages, with a knack for troubleshooting and optimizing performance.
• Design Excellence – Mastery of interaction design, information architecture, and visual storytelling, ensuring every conversational touchpoint feels cohesive and engaging.
• Data‑Driven Decision Making – Skilled at interpreting analytics to refine user flows, improve engagement, and demonstrate ROI.
• Collaboration & Leadership – Proven ability to mentor junior designers, lead cross‑functional initiatives, and foster a culture of innovation.
• Adaptability – Thrive in a dynamic environment where priorities shift rapidly, maintaining focus and delivering high‑quality outcomes.
• Empathy & User Advocacy – Deep understanding of user needs, especially in healthcare contexts, and a commitment to designing inclusive, accessible experiences.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Mentorship from senior leaders in AI, product, and design, providing guidance on both technical and strategic aspects of conversational design.
• Regular hackathons, innovation sprints, and design challenges that encourage experimentation and rapid prototyping.
• Conferences, workshops, and online courses covering the latest in conversational AI, natural language processing, and healthcare technology.
• Clear pathways to transition from contract to full‑time roles, with opportunities to move into product management, design leadership, or AI strategy.
• Cross‑functional project rotations that broaden your skill set and expose you to new domains within the healthcare ecosystem.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. As a fully remote team, we value:

• Flexible work hours that respect personal and family commitments, allowing you to balance work and life on your own terms.
• Regular virtual coffee chats, team building events, and informal gatherings that foster camaraderie across time zones.
• A culture that celebrates diversity, equity, and inclusion, ensuring every voice is heard and every perspective is valued.
• Open communication channels—Slack, video calls, and asynchronous forums—where ideas can be shared freely and feedback is constructive.
• A commitment to psychological safety, encouraging experimentation, learning from failure, and continuous improvement.

Compensation, Perks & Benefits

While the exact figures may vary based on experience and location, you can expect:

• Competitive hourly rate for contract work, with the potential for conversion to a full‑time role based on performance and business needs.
• Health, dental, and vision coverage for full‑time employees, with options for dependents.
• Generous paid time off, flexible sick leave policies, and a focus on work‑life balance.
• Professional development stipend and access to industry‑leading tools, software licenses, and learning platforms.
• Employee wellness programs, including virtual fitness classes, mindfulness sessions, and mental health resources.
• Equity or profit‑sharing opportunities for senior contributors, aligning personal success with company growth.

How to Apply

If you are passionate about leveraging conversational AI to transform healthcare experiences, thrive in a collaborative, fast‑moving environment, and want to lead the design of the next generation of voice and chat solutions, we want to hear from you.

Send your resume, portfolio, and a brief cover letter outlining why you’re the ideal fit for this role to [email protected]. We look forward to exploring how your expertise can help brighthush empower millions of users to take control of their health journeys.

Ready to Make an Impact?

Join brighthush as a Senior Conversational Design & Voice/Chat AI Lead and help us create the next generation of voice and chat solutions that empower patients, caregivers, and providers alike. Apply now and start shaping the future of healthcare conversations!