Senior Conversation and Content Design Program Manager

Banner Health • Phoenix, AZ

4d • Hybrid

About The Position

This position works directly with Digital Business leadership, Product Managers, Product Designers, Developers and other stakeholders to provide expertise and design of content and conversational interactions that make health care easier. Focuses on understanding needs of the people we serve and translating that knowledge into LLM, email and other digital interactions. Establishes and refines effective, repeatable conversational design processes, leads and contributes during ideation, design and delivery and up-skills teammates using knowledge of A.I. and behavior design applied to deepen engagement and conversation via text and voice interactions. This person will be within our Design group, within our Digital Business, within Information Technology, so your skills and experience will benefit our digital product team, plus you will have the opportunity to support A.I. and Analytics, Plans and Networks, Marketing, and other initiatives. In this position you will first understand the needs of the people we serve and our objectives to inform design of conversations that build trust with health care consumers, patients, providers and clinicians, and others. This role is key for advancing our mission of making health care easier so life can be better. Your skills and experience will benefit our digital product team, plus you will have the opportunity to support A.I. and Analytics, Plans and Networks, Marketing, and other initiatives. You will have varied, interesting work, ranging from standardizing, and iterating content and conversation design practices and standards, to working alongside designers to ideate, write, and test custom digital experiences and configured platforms. You will also wield A.I. during your work to not just accelerate, but amplify creativity, inclusion, and clarity of our products.

Requirements

• Must possess relevant knowledge as normally obtained through the completion of a Bachelor's degree in related field, or an equivalent level of experience and education.
• Must have 4+ years of experience in Content Design, 2+ years of experience leading Content Design, and 2+ years designing content using A.I.
• Must demonstrate a portfolio with experience engaging across the double diamond process, from discovery of needs through ideation and into creation, delivery and testing for continuous improvement.
• Requires demonstrated storytelling and influencing skills and ability to problem-solve and work independently.
• Requires experience with design of A.I. enabled experiences (i.e., Large Language Models) that help people get jobs done in a self-service way – not only branching virtual assistants with button selections, but interactions that use natural language via text (voice experience a plus).
• Must have experience using Behavior Design to create triggers and calls to action that drive increased engagement and outcomes.
• Must have knowledge of A.I. sufficient to use it during content design, aligned to methodologies such as the Double Diamond, Agile and Scrum.

Nice To Haves

• Experience in healthcare experience domains is preferred, but not required.
• Experience with Figma will be helpful.
• Additional related education and/or experience preferred.

Responsibilities

• Establishes content and conversation design principles and standards. Advises, and up-skills team members and stakeholders to understand key concepts of localization, content and conversation design.
• Works across Scrum Teams to understand, define, deliver and refine content and conversational digital interactions, some enabled by artificial intelligence, machine learning, natural language processing and other technologies.
• Prototypes conversational flows by demonstrating dialogs, conversational flow diagrams and how voice and text interactions embed the most effective behavior design to enable people, patients and providers to get things done with ease and immediacy. Iterates conversational user interfaces and content toward measurable success.
• Partners with researchers, Product Managers, Product Designers and others in the use of analytics and other data to inform refinement of interactions for continuous improvement of views and flows toward effortless containment of resolution for end users.
• Uncovers and recommends changes based on usability and Accessibility testing of content and conversational experiences to inform product backlog priorities.
• Co-facilitates and contributes to Design Sprints to rapidly move from discovered needs to tested concepts that might use conversational interactions.
• Participates in competitor research to identify whether Banner Health value propositions and other content is maximized to differentiate Banner Health.
• Coordinates selection and management of content-related vendors, contracts, and invoicing to ensure team members have tools needed to engage in content design, including workflow-integrated A.I.-enabled technologies.

Benefits

• Comprehensive benefit package for all benefit-eligible positions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior