Conversational Design Specialist (Remote)

External candidates: In order for your application to be correctly processed please sign-in before you apply

Internal candidates: Please go to Workday and click "Find Jobs" link under Career

Thank you for considering opportunities with us!

Job Title

Conversational Design Specialist (Remote)

Requisition Number

R7325 Conversational Design Specialist (Remote) (Open)

Location

Arizona - Home Teleworkers

Additional Locations

Alabama - Home Teleworkers, Alabama - Home Teleworkers, Arkansas - Home Teleworkers, California - Home Teleworkers, Colorado - Home Teleworkers, Connecticut - Home Teleworkers, Delaware - Home Teleworker, District of Columbia - Home Teleworkers, Florida - Home Teleworkers, Georgia - Home Teleworkers, Idaho - Home Teleworkers, Illinois - Home Teleworkers, Indiana - Home Teleworkers, Iowa - Home Teleworkers, Kansas - Home Teleworker, Kentucky - Home Teleworkers, Louisiana - Home Teleworkers, Maine Home Teleworkers, Maryland - Home Teleworkers, Massachusetts - Home Teleworkers, Michigan - Home Teleworkers, Minnesota - Home Teleworkers, Mississippi - Home Teleworker, Missouri - Home Teleworker, Montana - Home Teleworkers {+ 20 more}

Job Information

CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the top personal lines property and casualty insurance groups in the U.S. Our employees proudly live our core beliefs and fulfill our enduring purpose to help members prevent, prepare for and recover from life's uncertainties, and we're proud of the culture we build together. As we commit to progress over perfection, we recognize that every day is an opportunity to be innovative and adaptable. At CSAA IG, we hire good people for a brighter tomorrow. We are actively hiring for a Conversational Design Specialist! Join us and support CSAA IG in achieving our goals.

Your Role:

We are a leading insurance organization dedicated to delivering outstanding customer experiences across all touchpoints. As we continue to improve our digital capabilities and explore new technologies, including generative AI, we are seeking a skilled Conversation Design Specialist to join our team. This role will be instrumental in crafting intuitive, human-centric and effective conversational experiences across our voice, agent-assisted, and telephonic channels that represent our brand and values.

The Conversational Design Specialist is responsible for the entire conversation user experience and interactions of CSAA virtual agents across voice and digital channels. This role requires a blend of creativity, user behavior and technical know-how ensuring that AI assistants provide natural and helpful responses, while streamlining for operational efficiency and customer delight.

Your Work:

• Craft, map, and refine end-to-end conversation flows for IVR systems, voice assistants, chatbots, and live agent scripts that align with customer needs and business goals.
• Building sophisticated conversational AI and Chatbot experiences and features at large scale.
• Develop a consistent brand voice across all conversational channels, ensuring messages are empathetic, clear, and compliant with insurance regulations.
• Collaborate with product managers, UX designers, developers, contact center teams, and compliance to ensure experiences are technically feasible, legally sound, and customer-centric.
• Monitor live conversations and performance data to identify pain points, drop-offs, and opportunities for improvement. Iterate based on feedback, analytics, and testing.
• Maintain documentation standards for conversation flows, intents, utterances, responses, and rules.
• Integrate AI technologies like LLMs and generative AI into customer interaction strategies.
• Leveraging modern architecture & great design to identify problem-solution fit.
• Conduct user testing and gather customer feedback to validate design decisions and improve experience quality; Evaluating trade-offs and negotiating requirements.
• Gather and incorporate feedback from customers and agencies to refine designs and ensure alignment with business workflows.
• Work with stakeholders to build, prioritize and execute the product roadmap related to entire lifecycle of policy experience.
• Develop LLM-native conversational interactions tailored to insurance scenarios that enhance interaction quality and efficiency.

Required Experience, Education and Skills:

• Bachelor's degree Design, Human-Computer Interaction, Linguistics, Computer Science, or related field.
• 6+ years of experience in conversation design, UX writing, and/or voice interface design—preferably in a regulated industry like insurance or finance.
• Hands-on experience creating conversational experiences (NLU-intent based and/or LLM based) that span multiple channels and platforms, where intelligent bots and humans collaborate.
• Proficiency with industry standard tools for prototyping and visualizing conversation flows; building and testing NLU-powered bots.
• Solid understanding of LLM prompt engineering, contextual memory management, and agent orchestration techniques.

What would make us excited about you:

• Master's degree in related field of study.
• Conversation design experience in Insurance industry.
• You’ve led the design of LLM-native conversational experiences across voice and digital channels.
• You’ve worked in a regulated industry (e.g., insurance, finance, healthcare) and understand how to balance innovation with responsible AI and risk-aware design.
• You’re passionate about AI and emerging technologies and exploring how it can power intelligent customer journeys.

CSAA IG Careers

At CSAA IG, we’re proudly devoted to protecting our customers, our employees, our communities, and the world at large. We are on a climate journey to continue to do better for our people, our business, and our planet. Taking bold action and leading by example. We are citizens for a changing world, and we continually change to meet it.

Join us if you…

• BELIEVE in a mission focused on building a community of service, rooted in inclusion and belonging.
• COMMIT to being there for our customers and employees.
• CREATE a sense of purpose that serves the greater good through innovation.

Recognition: We offer a total compensation package, performance bonus, 401(k) with a company match, and so much more! Read more about what we offer and what it is like to be a part of our dynamic team at https://careers.csaa-insurance.aaa.com/us/en/benefits

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join CSAA IG: remote, hybrid, or in-person.

Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don’t miss important updates from us. If a reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected].

As part of our values, we are committed to supporting inclusion and diversity at CSAA IG. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.

We are always recruiting, retaining, and promoting a diverse mix of colleagues who are representative of the U.S. workforce. The diversity of our team fosters a broad range of ideas and enables us to design and deliver a wide array of products to meet customers’ evolving needs.

CSAA Insurance Group is an equal opportunity employer.

If you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Factors used to determine the actual salary offered may include location, experience, or education.

Must have authorization to work indefinitely in the US.

Please note we are hiring for this role remote anywhere in the United States with the following exceptions: Hawaii and Alaska.

#LI-CH1

#HP_RX

.