UX Conversational Designer
About The Position
Our healthcare client is seeking a Conversational Designer to join their growing digital experience team. This role will support the design and optimization of interactive voice response (IVR) and chat dialog, ensuring experiences are intuitive, user‑friendly, and aligned with accessibility standards. You will lead and participate in co‑design workshops with stakeholders across multiple health plans, shape documentation approaches for conversation design, and establish best practices for voice and tone, readability, accessibility, and user-centric terminology mapping. This role collaborates closely with stakeholders, product designers, and user researchers to deliver high‑quality IVR prompts, user flows, chatbot dialogue, and utterance routing. The team is responsible for representing the healthcare client’s brand voice, ensuring compliance with state-level accessibility and readability regulations, and maintaining a robust conversation writing style guide.
Requirements
- 1–2+ years of experience writing conversational dialogue for IVR and chat
- Experience designing conversation flows for IVR and chat
- Experience writing for accessibility and meeting reading‑level requirements
- Bachelor’s degree in writing, design, communications, or a related field
Nice To Haves
- Additional UX, content strategy, or voice/UI writing experience
Responsibilities
- Support UX/HCD (Human‑Centered Design) activities including consultations, design sprints, and facilitated workshops
- Apply human‑centered design principles to clarify problems, align stakeholders, and craft user-focused solutions that balance business needs
- Develop prototypes, conversation flows, and other deliverables efficiently and consistently
- Create, update, and maintain user journeys and content designs for contact center technologies
- Monitor and troubleshoot IVR and chat interactions for quality improvements
- Serve as a liaison across business groups, operations teams, and contact centers
- Analyze IVR and chat usage data to identify needs and recommend content enhancements
- Participate in content audits and reviews, providing qualitative analysis and recommendations
- Maintain accurate logs of IVR and chat changes to monitor trends and track potential issues
- Perform other duties as assigned
- Comply with all organizational policies and standards
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Number of Employees
501-1,000 employees
