Back to all jobs

Nationwide are hiring a

Specialist, User Experience (Conversational Design)

If youre passionate about helping a Fortune 100 company with nearly $70 billion in annual sales drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers, then Nationwide is the place for you! At Nationwide®, "on your side" goes beyond just words. Our customers are at the center of everything we do and were looking for associates who are passionate about delivering extraordinary care.

Were seeking a detail-oriented and customer-focused UX Conversational AI Designer to help improve and expand our conversational AI experiences. As a contributor to the UX Conversational AI Team, youll be responsible for chatbot dialogue, designing conversation flows, and refining existing interactions based on user behavior and feedback. The ideal candidate has a strong multi-disciplinary UX background, conversation design, and an interest in turning data and research into well-crafted conversational interactions.

Key Responsibilities

  • Design Conversation Flows: Create and maintain intuitive, user-centered conversational interactions.
  • Writing dialogue and prompts: Draft clear, concise, and helpful bot responses that reflect the brand voice. Create prompts to guide, inform, and provide guardrails for AI interactions. Structure data for retrieval-augmented generation scenarios.
  • Analyze User Input & Chat Transcripts: Review conversation transcripts and user utterances to identify pain points, misclassifications, and opportunities for improvement.
  • Identify Content Opportunities: Surface gaps in coverage and recommend new intents, knowledge bases, responses, or flows to improve bot accuracy and usefulness.
  • Conduct Competitive Research: Support research efforts by analyzing other conversational AI experiences and industry best practices to identify improvement opportunities.

Qualifications

  • 3 or more years of experience in UX, conversation design, or a related field.
  • Excellent writing, editing, and communication skills.
  • Experience working across diverse AI and conversational AI paradigms, from rules- and intent-based systems to generative and LLM-powered conversational experiences.
  • Comfort working with bot logs, user utterance data, or transcripts to analyze bot performance.
  • Customer driven, detail-oriented, collaborative, and eager to iterate based on feedback and data.

Job Description Summary

Do you shine in at least one core user experience (UX) competency? We have a passion for creating exceptional experiences that have a real impact on peoples lives and futures. If you understand the value UX provides in achieving strategic objectives and can articulate that value to cross-functional teams and business partners, we want to know more about you!

As a Specialist in the User Experience organization, in addition to expertise in one core strength (experience strategy, research, information architecture, interaction design, interface design, front-end development, content strategy, or design operations), youll need to demonstrate a thorough grasp of a couple others. Itll be important to have an understanding of the design process and the ability to work in the ambiguous discovery phase of identifying the right problem to tackle and the details of delivering desirable products. Youll also have opportunities to work on project teams to distill complex problems into clear solutions that exemplify standard methodologies and encourage others. You will need to be adept at articulating and defending design decisions in a way that can be understood.

Key Responsibilities

  • Provides creative, technical and strategic input and results to project teams.
  • Collaborates with partners, product managers, technologists, UX peers, and others across the company on technical and creative direction.
  • Advocates for empathetic human-centered design and helps mitigate risks by pursuing work based on insights and an understanding of our users.
  • Problem solves, thinks big, and explores divergent ideas while understanding how to converge and build iteratively towards the best solution for multiple platforms.
  • Participates in idea-generating sessions and helps capture and evaluate ideas with respect to technical feasibility, business viability, and human desirability.
  • Able to think strategically and connect work to a larger picture.
  • Perceive rapid advancements in technology and how customers expect to interact with our company.
  • May perform other responsibilities as assigned.

Reporting Relationships

Reports to Manager/Director. This is an individual contributor role.

Typical Skills and Experiences

  • Education: Undergraduate studies in UX, human-computer interaction, psychology, graphic design, information science, communications, or related field preferred.
  • Experience: Typically, three or more years professionally practicing some aspect of human-centered design.
  • Knowledge, Abilities and Skills: Good verbal and written communication skills. Comfortable explaining design rationale to other parts of the business. Basic understanding of UX principles and the human-centered design process. Able to leverage data to make informed design decisions. Ability to partner with multiple partner groups and tell compelling narratives. Owns work with some manager oversight. Independently and proactively seeks out answers as needed. Proven ability to analyze qualitative and quantitative information and external factors that may influence or have an impact on the company, as well as the customers, distribution systems, operations, and strategy. Works with development teams to resolve technically complex issues requiring alignment across multiple business partners and subject areas. Proven ability to set work priorities that conform with established objectives, timeframes, and accomplish a task in the most effective manner. Ability to work in partnership with cross-functional teams. Understand and make progress toward the companys consumer performance indicator (CPI) and key performance indicator (KPI) goals.

Other criteria, including leadership skills, competencies, and experiences may take precedence. Staffing exceptions to the above must be approved by the hiring managers leader and HR Business Partner. Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions

  • Overtime Eligibility: Not Eligible (Exempt)
  • Working Conditions: Normal Office Environment. Extended work hours may be necessary during heavier work periods. Travel required as necessary.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

We currently anticipate accepting applications until 06/08/2026. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.

Benefits

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected, and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

This position could be filled within any of the lower 48 U.S. states.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates, and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company-issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations.

For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740.

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range.

Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.

The national salary range for Specialist, User Experience: $88,000.00-$164,000.00. The expected starting salary range for Specialist, User Experience: $88,000.00 - $132,000.00.