GEICO is looking to shape the future of customer interactions across conversational platforms by designing intuitive, scalable, and AI-powered experiences.
Requirements
5+ years of experience in conversational design, including voice and chat interfaces.
Proven application of NLP and conversation design principles in customer-facing experiences.
Strong analytical skills in evaluating conversational flows and user feedback.
Hands-on experience with prompt engineering, LLMs, and RAG systems.
Familiarity with Generative AI platforms and their integration into customer journeys.
Experience designing for cross-channel experiences (chat, voice, mobile, web).
Proficiency with tools such as Figma, Voiceflow, Amazon Lex, and other conversational platforms.
Responsibilities
Design and optimize conversational flows, wireframes, and mockups across chatbots, IVR, voice assistants, and LLM-powered interfaces.
Create effective prompts and interaction strategies for Generative AI systems.
Collaborate with engineering, product, and business teams to deliver intuitive, AI-enhanced customer experiences.
Apply human-centered research methodologies to advocate for customer needs and behaviors.
Analyze existing conversation paths to identify opportunities for improvement and AI-driven expansion.
Develop and maintain design guidelines and best practices for conversational and generative interfaces.
Partner with technical teams to integrate NLP, TTS/STT, machine learning, and LLM capabilities into cross-channel experiences.
Other
This role is a hybrid role that requires to be on-site 3 days a week at one of the following locations: Chevy Chase, MD; Chicago, IL; Palo Alto, CA; Fredericksburg, VA; Seattle, WA; Manhattan, NYC.
Exceptional remote candidates will be considered.
Effective communication and storytelling skills to convey design rationale and user impact.
Understanding of content strategy, design systems, and UX research methodologies.
At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
