Principal Researcher, Conversational AI & Channels

Job description

Become a part of our caring community Humana is seeking a Principal UX Researcher to lead research strategy for conversational experiences across voice (IVR), chat, and digital channels. You will operate within 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 complex, 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 lead research strategy for conversational experiences across channels (IVR, chat, mobile, web) Scope and conduct research across ambiguous and complex problem spaces related 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....