Conversation Designer

Title: Sr. Conversation Designer

Location: Remote

Project Duration: 6-8 months contract - Will be extended as per business needs

Job Description:

We are seeking an experienced Conversation Designer who can conceptualize, develop, and deliver compelling natural language interactions for our members and the many healthcare providers that serve them. As a Senior Conversational Designer on the Digital Innovation Acceleration team, you'll expand upon your existing skillset and passion for conversational problem solving, and help define the multimodal conversational experiences for our Highmark family of chatbots, as well as We are seeking an experienced professional who can conceptualize, develop, and deliver compelling natural language interactions for our members and the many healthcare providers that serve them. As part of the Digital Innovation Acceleration team, you'll expand upon your existing skillset and passion for conversational problem solving and help define the multimodal conversational experiences for our family of chatbots, as well as our emerging voice assistant products.

Responsibilities

• Gather technical and product-specific requirements, create dialogs and flows, and build prototypes to create expressive, scalable, and intuitive conversational content for Voicebots, Virtual Assistants, and omnichannel conversational interfaces.
• Contribute to the development of conversational UI, interactions, and visual tone, and help establish voice and conversation design best practices to ensure a consistent brand experience.
• Facilitate human-centered experience and product changes using data gathered from user interactions with our conversational products.
• Foster collaboration across multiple teams to solve challenging healthcare needs with human-centered design thinking and communicate solutions with language and storytelling that is on brand.
• Deliver thoughtful and complete user needs analysis, with clearly prioritized and defined user workflows to inform development and architectural requirements.
• Partner with research insight teams to assess user behavior and language, uncover hidden needs, summarize insights, and communicate them to drive continuous improvement.
• Champion Conversation Design as a practice, driving cultural change and reimagining customer experiences across channels.
• Continuously grow your depth of knowledge and apply it to evolve or craft new product opportunities.

Required Qualifications and Skills

• Bachelor's degree in Human-Computer Interaction (HCI), UX Design, UX Content, or a related field, or relevant experience and/or education in lieu of a bachelor's degree.
• 5 years of strong portfolio with voice and/or text-based conversational flows for virtual agents or virtual assistants.
• 3 years of technical knowledge of the fundamentals of conversational design.
• 3 years of effective verbal and written communication skills with the ability to write in different styles and tones as required.
• Experience in conversational design roles: research, design, development, copywriting, or support managing multiple concurrent projects.
• Demonstrated knowledge of natural language technology and the tech stack behind modern conversational experiences.
• Comprehensive understanding of user experience design and user research processes and methodologies.
• Experience creating and aiding in the adoption of conversation design tools, component systems, and frameworks.
• Highly organized, self-starter with the ability to work on multiple projects at once in an Agile environment.
• Knack for design thinking exercises and human-centered (HCD) facilitation methods.
• Ability to present to teams and seniors within an organization, both verbally and in writing.

Preferred Qualifications

• Direct experience with Dialogflow and voiceflow.
• 1 year of demonstrable experience creating conversational interactions in highly regulated industries.
• 1 year of experience creating accessible designs, working within reading standards, regulations, and guidelines (i.e., WCAG).
• 1 year of facilitation, collaboration, and consensus-building skills, with experience in presenting to large cross-functional teams and senior leadership.
• Multi-lingual or familiarity with localization and mapping of content into various languages.
• UX Writing, Conversation Design, Conversational Copywriting, or AI Training Certification or Coursework.

Responsibilities

• Gather technical and product-specific requirements, create dialogs and flows, and build prototypes in order to create expressive, scalable, and intuitive conversational content for
• Voicebots, Virtual Assistants, and omnichannel conversational interfaces, creating consistent, innovative experiences across channels.
• Contribute to the development of conversational UI, interactions, and visual tone, and help establish voice and conversation design best practices to ensure a consistent brand experience for all end-users that aligns with organizational content principles.
• Facilitate human-centered experience and product changes using data gathered from how users interact with our conversational products, while balancing the needs of our business partners and suggested edits from senior subject experts.
• Foster collaboration across multiple teams to solve challenging, and at times, emotional healthcare needs with human-centered design thinking, and communicate solutions with language and storytelling that is on brand.
• Deliver thoughtful and complete user needs analysis, with clearly prioritized and defined user workflows to inform development and architectural requirements.
• Partner with research insight teams to assess user behavior and language, uncover hidden needs, summarize insights, and communicate them to drive continuous improvement as well as test prototypes with end-users.
• Champion Conversation Design as a practice, driving cultural change without fear of challenging the status quo and reimagining customer experiences across channels.
• Continuously grow your depth of knowledge and apply it to evolve or craft new product opportunities.
• Other duties as assigned or requested.