Senior Conversational Designer

Senior Conversational AI Designer

Location: REMOTE or Nashville, TN

As a Senior Conversational AI Designer at Asurion, you’ll redefine how people buy, support, protect, trade in, and upgrade the technology they rely on. You’ll blend AI and human expertise to deliver exceptional service through voice, digital, and in-person experiences for Asurion and its partners, including many of the world’s leading brands. You’ve been at the forefront of how AI is changing consumer behavior and are excited to leverage it in all aspects of your work.

In this role, you’ll dive into the world of user experience (UX), user interface (UI), and conversation design, using your skills to elevate how people interact with our products. You’ll work closely with researchers to uncover the real needs, behaviors, and motivations of our target audiences. You’ll team up with talented designers, engineers, data scientists, and product leaders to shape interactions that are more than just functional — they’re genuinely impactful. While you’ll often have the space to dig deep and work independently, you’re also a natural collaborator, eager to gather insights from your teammates, data, and direct customer feedback.

You understand that while AI is a powerful enabler, if unchecked, it can create less empathetic experiences that harm customers. Knowing this, you take great care in training AI logic to ‘read the room,’ ensuring that Asurion and its partners respond thoughtfully and with care in these moments.

At the heart of it all, you practice unreasonable hospitality because you care about helping people in real moments of need. In this role, you’ll have the opportunity to do that daily by using AI to deeply personalize products and experiences, helping people resolve issues with their technology.

What You’ll Do

Conversational & Multimodal Design

• Design intuitive, engaging, and impactful voice and digital interactions that enhance every customer touchpoint.
• Develop multimodal experiences that integrate voice, visuals, and interaction flows into seamless user journeys.
• Develop voice strategies for communication platforms that create memorable and user-centric experiences.
• Capture and embody Asurion’s warm, approachable tone in all AI and NLP interactions.

AI-Driven Service & UX Innovation

• Develop seamless service designs that show how AI and human experts can collaborate to deliver exceptional customer service.
• Recommend UX, UI, and content updates to support "agentic" experiences—AI that both facilitates and receives input naturally.
• Influence how Asurion sells products and services in an AI-first world, embedding conversational design into business flows.

Collaboration & Cross-Functional Leadership

• Collaborate closely with product managers, data scientists, researchers, and engineers to understand customer goals, behaviors, and motivations.
• Present concepts and prototypes to stakeholders, encouraging open feedback and cross-team alignment.
• Produce compelling prototypes and supporting documentation to communicate design concepts effectively.

Who You Are

• You inspire others through the example of excellent design and accountability.
• You are humble, curious, and generous.
• You welcome diverse perspectives, prioritize results over ego, and celebrate shared success.
• You truly care about the people you work with and the customers you design for.

Requirements

Education & Core Expertise

• Related degree and/or relevant experience in User Experience, Interaction Design, Communication Design, Information Architecture, Psychology, Human-Computer Interaction (HCI), or a related field.
•  Demonstrated expertise in crafting high-impact, user-centered conversational content—not just as a generalist, but as a specialist with a portfolio of complex dialogue flows, voice/tone strategy, and UX writing tailored to AI-first experiences. 

Conversational AI & Design Tools

• Hands-on experience with design and prototyping tools (e.g., VoiceFlow, or similar logic-based systems).
• Proficient in voice and speech interface design across platforms like Alexa Skills Kit, Dialogflow, or IBM Watson Assistant.
• Understanding of deterministic, generative, and hybrid AI logic systems—plus when and how to apply each.

Design Process & Methodology

• Ability to lead and support end-to-end design workflows: wireframing, prototyping, testing, iteration, and final high-fidelity output.
• Demonstrated experience using qualitative and quantitative research to guide and validate design decisions.
• Solid grasp of interaction design heuristics and principles; capable of balancing innovation with usability best practices.