Walgreens

Principal Conversational UX Designer

Walgreens$100K — $140K *
Consumer Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 5+ years of design experience or high school diploma with 8+ years in software/web/mobile apps.
  • Expertise in agile methodologies and project management practices.
  • Proficient in creating wireframes and other visual artifacts.
  • Experience with user-centered design (UCD) processes across multiple platforms.
  • Familiarity with graphic design software like Axure and Adobe Suite.
  • Demonstrated leadership experience, both directly and cross-functionally.

Responsibilities

  • Lead the end-to-end design of conversational experiences for virtual assistant applications.
  • Create high-fidelity prototypes, wireframes, and design concepts that enhance user interaction.
  • Facilitate design thinking workshops to inspire collaborative ideation and innovation.
  • Oversee design reviews and present concepts with clear tactical rationale to stakeholders.
  • Support product teams with user experience needs throughout project phases, including usability testing.
  • Collaborate daily with cross-functional teams to maintain design quality and usability standards.
  • Mentor and guide junior designers in their development and design studies.

Benefits

  • Collaborative and innovative work environment focused on shaping user experiences.
  • Opportunity for leadership and mentorship roles within the design team.
  • Access to cutting-edge technology and digital design tools.
  • Engagement with a diverse array of projects that extend digital design into physical spaces.
  • Potential for travel to gain insights from various business environments.
Full Job Description
Job Description

Job Summary
We're looking for a Principal Conversational UX Designer to shape the experiences of millions of people who interact with Walgreens each day. In this senior role, you'll lead the end-to-end design of IVR call flows and AI-powered chat interactions, from concept to production, setting the standard for how our conversational design team approaches dialogue design, interaction patterns, and voice user experience. You'll define the conversational persona and tone of voice for our virtual assistant experiences, establish design patterns and style guides, and build the shared libraries that help the team move faster and stay consistent. Day to day, you'll collaborate closely with product owners, engineers, and AI/NLP specialists, lead design reviews, drive prototyping and customer research, and mentor junior conversation designers. This is a hands-on senior role that requires creative vision, technical fluency, and the discipline to execute across multiple projects simultaneously.

Job Responsibilities
  • Leads the development of the definition of suite of products designs and documentation for the UX style guide patterns and behaviors. Creates visual assets using our style guide. Creates hi-fidelity prototypes, wireframes, design concepts that present content and functionality with intuitive clarity and balance. Delivers prototypes and wireframes using and augmenting pattern library.
  • Evangelize and leads design thinking via design sprints and other collaborative activities. Creates prototypes for research and internal communication. Transforms and reimagines the digital experience by delivering value to customers in innovative ways.
  • Articulates, inspires and lead agile teams with a directional yet pragmatic design strategy.
  • Leads and presents designs during internal bi-weekly design reviews as well as mostly leadership design reviews. Presents and defends concepts with concrete tactical rationale.
  • Leads product team support with any user experience needs throughout during different phases of the project (planning, pre-work, elaboration and post work). Participate in customer insight studies and usability testing.
  • Collaborates on daily basis with product owners, business analysts, system analysts, and scrum teams to ensure quality and consistency.
  • Strives for innovative solutions understanding platform constrain, technical & program level limitations.
  • Partners with design authority to ensure suggested solutions meet with technical expectations and limitations. Partners with senior members of Product, Marketing, Engineering and other internal stakeholders to ideate the next generation of products/services.
  • Participates in documenting UX WOW, best practices, and style guide exceptions.
  • Partners with research team to validate concepts and design solutions.
  • Stays abreast of business and emerging technologies quickly by building on previous knowledge and experience.
  • Performs as a visual storyteller and proficiently convey early design approaches on paper or whiteboard. Performs as a key member of the digital design team, Plans and executes designs that extend past digital into the store setting.
  • Utilizes qualitative and quantitative methods to understand customer needs, worries, and habits.
  • Navigates constraints, ensures design quality throughout implementation, and manages multiple projects while consistently delivering on time.
  • Guides more junior designers, playing an advisory role on their design studies.
  • Leads and mentors less experienced designers.


External Basic Qualifications

  • Bachelor's Degree and at least 5 years of design experience with focus on software, web applications, and mobile apps OR a High School Diploma/GED and at least 8 years of design experience with focus on software, web applications, and mobile apps
  • Experience working with software project, management practices, development practices, and agile methodologies.
  • Experience with conceptualization, visualization, design.
  • Experience creating wireframes, and/or other visual artifacts.
  • Experience with user interface design patterns and UCD methodologies across multiple platforms.
  • Experience working with User Center Design processes.
  • Experience working with agile methodologies.
  • Experience with graphic creation software, such as Axure, Adobe Photoshop, and/or Illustrator.
  • Experience working with project management tools, such as Confluence.
  • At least 2 years of experience contributing to financial decisions in the workplace.
  • At least 2 years of direct leadership, indirect leadership and/or
    cross-functional team leadership.
  • Willing to travel up to 10% of the time for business purposes (within state and out of state).


Preferred Qualifications

  • Bachelor or Master's Degree in Human Computer Interaction, Linguistics, Cognitive Science, Interaction Design, or a related field.
  • Familiarity with NLP/NLU concepts - including intent classification, entity extraction, and confidence thresholds - and how they influence conversation design decisions.
  • Hands-on experience designing IVR call flows, including prompt writing, DTMF and speech input handling, error recovery logic, and escalation paths.
  • Experience designing and iterating on chatbot or virtual assistant conversational flows.
  • Experience conducting conversation testing and usability research specific to voice or chat interfaces, including analysis of transcripts to identify drop-off and failure patterns.
  • Experience with design tools such as Visio, Figma, Voiceflow, Nuance Mix, Microsoft Copilot, Azure Speech Studio, Adobe Audition, Genesys, Amazon Connect/Lex, etc.
  • Fluency or near-fluency in Spanish.

About Walgreens

Walgreens is the nation's largest drugstore chain with fiscal 2010 sales of $67 billion. The company operates 7,689 drugstores in all 50 states, the District of Columbia and Puerto Rico. Each day, Walgreens provides nearly 6 million customers the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services, and advice in communities across America. Walgreens scope of pharmacy services includes retail, specialty, infusion, medical facility, and mail service, along with respiratory services. These services improve health outcomes and lower costs for payers including employers, managed care organizations, health systems, pharmacy benefit managers, and the public sector. Take Care Health Systems is a Walgreens subsidiary that is the largest and most comprehensive manager of worksite health centers and in-store convenient care clinics, with more than 700 locations throughout the country.

Walgreens Careers

Joining Walgreens means becoming part of a team dedicated to inspiring health and well-being across America. As a cornerstone of the community, Walgreens offers unparalleled job opportunities in the retail and healthcare sectors, making it an ideal place for professional growth and innovation. Work You’ll Do At Walgreens, every position contributes to our mission of delivering premier health solutions while ensuring a diverse and inclusive workplace that fosters growth. Our team members are at the forefront of transforming customer experiences through dedication and expertise. Lead with Innovation and Leadership Embrace the opportunity to lead at Walgreens, where we combine industry expertise with a culture of innovation. Our leadership is committed to nurturing a professional environment where ideas thrive and leadership skills are honed through comprehensive diversity training and leadership development programs. Engage in Meaningful Work Join a team that values hard work and creativity, where your skills will be enhanced through challenging projects and collaborative team efforts. Walgreens is not just about filling prescriptions—it's about offering solutions that promote healthier communities. Explore Career Opportunities Whether you're looking for an entry-level position or a more advanced professional role, Walgreens offers a range of career paths in dynamic business areas. From in-store roles to corporate support, our job opportunities are designed to fit a variety of skills and interests. Internship and Employment Benefits Start your career with a Walgreens internship and gain hands-on experience that paves the way for future employment. Our interns work on real projects that matter, gaining skills that are crucial for future success. Full-time team members enjoy a wealth of benefits, including comprehensive health coverage, retirement plans, and exclusive employee discounts. Invest in Your Career Growth Walgreens is committed to the career development of our employees. We provide resources and training that encourage continuous learning and career advancement. With support for certifications and networking opportunities, team members can expand their professional horizons and achieve their career goals. Stay Connected Join Our Team Discover the diverse range of hiring opportunities at Walgreens by exploring open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players ready to make a significant impact. Keep Up to Date Stay informed with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work at Walgreens. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at Walgreens. At Walgreens, we are excited to see where your ambition takes you. Join us and be part of a team that is dedicated to shaping the future of health and wellness for everyone.
Learn more about Walgreens
Size
202,000 employees
Market Cap
$32.8 billion
Industry
Net Income
-$696 million
Founded
1901
5 Year Trend
+2.3%
Revenue
$141.5 billion
NASDAQ

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