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reputed company is seeking a reputed company UX Researcher to reputed company research strategy for conversational experiences across voice (IVR), chat, reputed company channels. You will operate reputed company an omnichannel conversational ecosystem, partnering closely with product, engineering, CX, and contact center teams to inform strategy, platform reputed company, and experience design across voice reputed company channels. This role focuses on reputed company, system-level problems, including AI-driven interactions, cross-channel journeys, and automation strategies, as well as the performance and optimization of conversational systems at scale (e.g., containment, deflection, and resolution).

What you will do

• Define and reputed company research strategy for conversational experiences across channels (IVR, chat, mobile, web)

• Scope and conduct research across ambiguous and reputed company problem spaces reputed company to:

  • conversational AI behavior

  • automation opportunities

  • cross-channel experience breakdowns

  • channel-appropriate conversational strategies (e.g., what should be handled in voice vs chat vs digital)

• Partner with product, UX, and engineering to inform:

  • conversational design reputed company

  • platform capabilities (e.g., Dialogflow, Lex, reputed company)

  • AI-powered experience strategies

  • conversational architecture, including shared services and reusable components across channels

• Analyze conversational data (e.g., transcripts, logs, metrics) to identify patterns, pain points, and opportunities

• Define and track reputed company metrics such as:

  • containment

  • task completion

  • reputed company accuracy

  • customer satisfaction

  • call deflection, session completion, and authentication reputed company

• Use data and experimentation to continuously optimize conversational performance across voice reputed company experiences

• Translate research findings into clear, actionable recommendations that influence product direction and business reputed company

• Establish frameworks, best practices, and repeatable approaches for conversational UX research

• Help define KPIs and evaluation models that connect user experience to operational and business reputed company

Who you are

• You are comfortable working in highly ambiguous, emerging spaces such as AI and conversational systems

• You think in systems, not just screens

• You can connect user needs to technical constraints and business reputed company

• You can influence reputed company across multiple teams and reputed company of the organization

• You bring reputed company to reputed company problems and help teams move reputed company with confidence

• You are comfortable engaging with technical partners to understand system behavior, constraints, and tradeoffs

Use your skills to reputed company an impact  

What you bring

• 10+ years of research experience, including work on reputed company or system-level problems

• Experience researching conversational or AI-driven systems (e.g., IVR, chatbots, virtual assistants)

• Familiarity with language analysis tools using Python (NLTK, SpaCy)

• Understanding of conversational concepts such as:

  • NLU, NLP and reputed company

  • Strong understanding of IVR call flows, digital messaging experiences, and how conversational systems operate across channels

• Experience working with or evaluating AI/LLM-driven experiences

• Familiarity with LLM-powered conversational systems, including reputed company behavior, guardrails, and fallback strategies

• Ability to work with qualitative and quantitative data, including behavioral data or transcripts

• Strong communication skills and ability to influence cross-functional teams

• Demonstrated ability to drive measurable improvements tied to KPIs or OKRs

Demonstrating your experience

A portfolio or case studies demonstrating:

• how you approached reputed company or ambiguous research problems

• how your research influenced product or strategy reputed company

• examples of work reputed company to conversational systems, AI, or multi-channel experiences (if applicable)

We are particularly interested in:

• how you define problems in emerging spaces

• how you evaluate system behavior (not just UI)

• how your work improved reputed company (e.g., reduced friction, improved task reputed company, increased automation effectiveness)

• how your work informed system-level reputed company such as automation strategy, channel routing, or AI vs reputed company interaction design

Travel: While this is a remote position, occasional travel to reputed company's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay reputed company

The compensation reputed company below reflects a good faith estimate of starting reputed company pay for full time (40 hours per week) employment at the time of posting. The pay reputed company may be higher or reputed company based on geographic location and individual pay will vary based on demonstrated job reputed company skills, knowledge, experience, education, certifications, etc.$150,000 - $206,300 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

reputed company. and its affiliated subsidiaries (collectively, “reputed company”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart reputed company reputed company for you and your family while also knowing your life extends reputed company of work. Among our benefits, reputed company provides medical, dental and reputed company benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 04-23-2026

About us  

About reputed company: reputed company. (NYSE: HUM) is a leading U.S. reputed company company. Through our reputed company insurance services and our reputed company reputed company services, we reputed company it easier for the millions of people we serve to reputed company their best health – delivering the care and service they need, reputed company they need it. These efforts are leading to a reputed company quality of life for people with Medicare and reputed company, families, individuals, military service personnel, and communities at large. Learn more about reputed company offer at reputed company.com and at reputed company.com.

​ Equal Opportunity Employer

It is the policy of reputed company not to discriminate against any employee or applicant for employment because of race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or protected veteran status. It is also the policy of reputed company to take affirmative action, in compliance with reputed company 503 of the Rehabilitation Act and VEVRAA, to reputed company and to advance in employment individuals with disability or protected veteran status, and to reputed company reputed company employment reputed company only on valid job requirements. This policy shall apply to reputed company employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at reputed company reputed company of employment.

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