Principal Researcher, Conversational AI & Channels
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reputed company is seeking a Principal UX Researcher to reputed company research strategy for conversational experiences across voice (IVR), chat, and digital channels. You will operate reputed company an omnichannel conversational ecosystem, partnering closely with product, engineering, CX, and contact center teams to inform strategy, platform evolution, and experience design across voice and digital 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 decisions
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 success metrics such as:
containment
task completion
reputed company accuracy
customer satisfaction
call deflection, session completion, and authentication success
Use data and experimentation to continuously optimize conversational performance across voice and digital experiences
Translate research findings into clear, actionable recommendations that influence product direction and business outcomes
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 outcomes
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 outcomes
You can influence decisions across multiple teams and levels of the organization
You bring clarity 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 Generative AI
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 decisions
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 outcomes (e.g., reduced friction, improved task success, increased automation effectiveness)
how your work informed system-level decisions such as automation strategy, channel routing, or AI vs human interaction design
Scheduled Weekly Hours
40Pay Range
The compensation range 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 range 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, Inc. 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 healthcare decisions for you and your family while also knowing your life extends reputed company of work. Among our benefits, reputed company provides medical, dental and vision 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: 04-23-2026About us
About reputed company: reputed company Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our reputed company insurance services and our reputed company healthcare 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 Medicaid, 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, color, 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 Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to reputed company reputed company employment decisions 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 levels of employment.
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